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).