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.
Escalation Speciality
Contract to Hire: Roanoke, Virginia, US
Salary Range: 23.00 - 25.00 | Per Hour
Job Code: 366459
End Date: 2026-01-18
Days Left: 29 days, 0 hours left
Job Title: Escalations Representative
Client: Banking
Duration: 12-month contract (extension or FTE conversion possible)
Location: Roanoke, VA 24019
Work Model: Hybrid (1 week onsite / 1 week remote after training)
Client: Banking
Duration: 12-month contract (extension or FTE conversion possible)
Location: Roanoke, VA 24019
Work Model: Hybrid (1 week onsite / 1 week remote after training)
Pay Range: $23/hr to $25/hr
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)
Role Overview:
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The Escalations Representative will support internal and external customers by handling inquiries and complaints related to financial products and services.
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This role involves investigating complex issues, resolving escalated concerns, and ensuring compliance with regulatory and internal standards.
Key Responsibilities
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Respond to customer inquiries and escalated complaints regarding financial products and services
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Conduct investigations, research issues, and process complex transactions
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Review complaints for regulatory and non-regulatory risks and document findings in case management systems
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Escalate non-routine issues to senior team members as needed
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Act as an intermediary to resolve disputes, negotiate, and support settlements
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Maintain compliance with internal policies, procedures, and quality standards
Required Qualifications
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2+ years of contact center experience in a financial services environment (or equivalent experience)
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Strong customer service and problem-solving skills
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Experience researching and resolving escalated customer issues
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Knowledge of consumer credit card products, policies, and procedures
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Ability to navigate multiple systems and applications efficiently
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High level of professionalism, integrity, and effective communication skills
Job Requirement
- customer service
- CSR
- call center
- calls
- inbound call
- outbound call
- collections
- Escalations Representative
Reach Out to a Recruiter
- Recruiter
- Phone
- Mebin Joseph
- mebin.joseph@collabera.com
Apply Now
Apply Now
