The right talent can transform your business—and we make that happen. At Collabera, we go beyond staffing to deliver strategic workforce solutions that drive growth, innovation, and agility. With deep industry expertise, a global talent network, and a people-first approach, we connect you with professionals who don’t just fit the role but elevate your business. Partner with us and build a workforce that powers success.
Customer Service Representative (Escalations)
Contract: Roanoke, Virginia, US
Salary Range: 22.00 - 23.00 | Per Hour
Job Code: 366306
End Date: 2026-01-14
Days Left: 28 days, 17 hours left
Client: Bank/Financial
Job Title: Escalation Support Specialist
Location: Roanoke, VA 24019 (Hybrid post)
Job duration: 12 months (Possible Extension/Conversion)
Pay Rate: ($22-$23) hourly
Tentative Start Date: 02/02/2026
Key Duties:
- Handle 300–400 monthly phone escalations (no email/chat).
- Support frontline agents with help desk questions, system unlocks, and complex service issues.
- Manage direct customer calls regarding rewards, missing points, gift card orders, and loyalty program questions.
- Open and document complaints in the system of record.
- Correctly classify cases as regulatory or non-regulatory.
- Provide accurate resolutions across credit card, line of credit, personal loan, and retail service products.
Requirements:
- Experience in complaint handling or escalation support.
- Strong customer service, de-escalation, and issue-resolution skills.
- Ability to navigate multiple systems and multitask.
- Excellent verbal communication and phone-handling skills.
- Ability to work a fixed schedule after training.
- Preferred: credit card/rewards program experience, financial services call center background.
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, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).
Job Requirement
- Customer Service
- Customer Care
- Customer Support
- Teller
- Escalation
- Frauf
- Mortgage
- Inbound
- Outbound
Reach Out to a Recruiter
- Recruiter
- Phone
- Mradul Khampariya
- mradul.khampariya@collabera.com
- 8139371148
Apply Now
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