Customer Service Specialist

Escalations Representative 2 (Customer Service Specialist)

Position Details:

Position: Escalations Representative 2 (Customer Service Specialist)

Industry: Banking/Financial Services

Job duration: 12 months (Possible Extension/Conversion)

Location: Roanoke, VA 24019 (Hybrid post-training - 1 week from the Office, 1 week from Home)

Training Schedule: Monday - Friday (9 AM - 5:30 PM EST OR 10 AM - 6:30 PM EST for Roanoke) - First 10 weeks

Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM (Any 8 Hours)

Pay Range: $23-23.08/hour

Tentative Start Date: 09/21/2026

Project Scope:

Handle escalations from frontline call center agents.

Assistance requests from frontline call center agents.

Remediation servicing requests directly from customers.

Rewards for servicing requests directly from customers.

Roles and Responsibilities:

This is a Level 2 escalation queue that handles:

Call Volume - 300400 calls/month - Phones only (no email/chat).

Types of Calls: 50% transferred in from frontline agents.

Help desk questions.

System unlocks/help.

Complex service issues.

Live customer escalations (non-regulatory).

The other 50% of calls:

Direct customer calls regarding credit card rewards.

Redeeming points.

Gift card purchases.

Missing rewards.

Loyalty program servicing.

Must classify regulatory vs non-regulatory flags correctly.

Required Skills:

Complaint handling background.

Strong customer service, de-escalation, and issue resolution skills.

Ability to navigate multiple systems.

Strong verbal communication.

Comfortable with phones & volume.

Able to work the assigned fixed schedule post-training.

Nice to Have Skills:

Escalations experience.

Credit card or rewards program experience.

Prior financial services call center experience.

Knowledge of rewards/loyalty programs.

Credit card complaints handling.

Bilingual - English and Spanish.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.