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Customer Service III

Contract to Hire: Phoenix, Arizona, US

Salary Range: 25.00 - 25.00 | Per Hour

Job Code: 366318

End Date: 2026-01-10

Days Left: 25 days, 21 hours left

Note:
  • The position is Hybrid (Hybrid post Training - 1 week from the Office, 1 week from Home).
  • This position starts in Jan 2026.
Position Details:
  • Position: Escalations Representative 2 (Customer Service Specialist)
  • Industry: Banking/Financial Services
  • Job duration: 12 months (Possible Extension/Conversion)
  • Location: Phoenix, AZ 85027 (Hybrid post Training - 1 week from the Office, 1 week from Home)
  • Training Schedule: Monday - Friday (9 AM - 5:30 PM) - First 10 weeks
  • Working Schedule: Shifts will be assigned during the Offer phase; Monday - Sunday between 7 AM - 12 AM (Any 8 Hours)
  • Pay Rate: $25-25.39/hour
  • Pay Structure: Bi-Weekly - Once every two weeks
  • Tentative Start Date: 01/19/2026 OR 02/02/2026 OR 02/09/2026
 
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% calls:
    • Direct customer calls regarding credit card rewards.
    • Redeeming points.
    • Gift card purchases.
    • Missing rewards.
    • Loyalty program servicing.
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.
Desired Skills:
  • Escalations experience.
  • Credit card or rewards program experience.
  • Prior financial services call center experience.
  • Knowledge of rewards/loyalty programs.
  • Credit card complaints handling.

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.

Job Requirement
  • Customer Service
  • Customer Support
  • Customer Care
  • Escalations
  • Customer De-Escalation
  • Credit Card
  • Credit Cards
  • Credit Card Customer Support
  • Chat Support
  • Banking
  • Financial
  • Call Center
  • Contact Center
  • Inbound calls
  • Outbound Calling
  • Fraud Support
  • Customer Call Resolution
  • Call Resolution
  • Communication skills
Reach Out to a Recruiter
  • Recruiter
  • Email
  • Phone
  • Indranil Kundu
  • indranil.kundu@collabera.com
Apply Now
Apply Now
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