Customer Service Specialist

Note:

The position is Hybrid (Hybrid post-training - 1 week from the Office, 1 week from Home). 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 - 300–400 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.