Required Qualifications

• Any financial or banking background.

• Experience handling customer complaints in a call center or financial services environment.

• Strong customer service, de-escalation, and problem-solving skills.

• Excellent verbal communication abilities.

• Comfort working in a phone-based, moderate-volume environment.

Key Responsibilities

• Handle Level 2 escalation calls via phone only (300–400 calls per month).

• Support frontline agents through escalations, assistance requests, system access issues, and complex service inquiries.

• Manage live customer escalations (non-regulatory) and complex rewards-related issues.

• Service direct customer calls related to:

  • Rewards point redemption

  • Gift card purchases

  • Missing or incorrect rewards

  • Loyalty and rewards program inquiries

• Accurately open and document complaints in the systems of record.

• Correctly identify and classify regulatory vs. non-regulatory complaints.

• Navigate multiple systems efficiently while delivering high-quality customer support.

Products Supported

• General Purpose Credit Cards

• Small Business Credit Cards

• Personal Lines of Credit

• Personal Loans

• Retail Services

Preferred Qualifications

• Experience managing escalations or Level 2 support queues.

• Background in credit cards, rewards, or loyalty programs.

• Prior financial services call center experience.

• Knowledge of credit card complaint handling processes.

• Bilingual proficiency in 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, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).