Customer Service Specialist

Escalations Representative 2 (Customer Service Specialist)

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.