Job Title: Escalations Representative 

Client: Bank And Finance
Location: Roanoke, VA (Onsite)

Pay Range: $21/hr-$23/hr

Position Overview :

This is the role seeking an Escalations Representative to join a high-performing Level 2 support team responsible for resolving complex customer issues, handling escalations, and providing specialized assistance related to credit card rewards and servicing. This position is 100% phone-based and requires strong communication, problem-solving, and complaint-handling skills. 

You will manage both transferred escalation calls from frontline agents as direct inbound calls from customers. This role requires accuracy, sound judgment, and the ability to navigate multiple systems while maintaining a positive customer experience. 

Key Responsibilities :

Escalation & Support Handling (Level 2 Queue) 

• Handle 300–400 inbound calls per month, all via phone (no email or chat). 
• Manage 50% frontline agent escalations, including: 
  • Help desk inquiries 
  • System/account unlocks 
  • Complex service issues 
  • Live customer escalations (non-regulatory) 
• Provide immediate resolution while maintaining compliance and service quality. 

Credit Card Rewards & Loyalty Support :

• Handle direct customer calls related to credit card rewards: 
  • Point redemption assistance 
  • Gift card and merchandise purchases 
  • Troubleshooting missing or incorrect rewards 
  • General loyalty program servicing and guidance 
• Educate customers on reward structures, earning rules, and redemption options. 

Complaint Handling & Compliance :

• Identify, triage, and document customer complaints accurately. 
• Correctly classify regulatory vs. non-regulatory complaints based on internal policy. 
• Enter all qualifying complaints into the system of record following required procedures. 
• Maintain accuracy and compliance with standards and regulatory guidelines. 

Systems & Tools :

• Navigate multiple internal systems such as: 
  • CIV 
  • CSS 
  • BCS 
  • Additional service platforms 
• Document call outcomes accurately and efficiently. 

Required Qualifications :

• Prior experience handling customer escalations or working in an escalation queue. 
• Background in credit card servicing, card operations, or rewards/loyalty programs. 
• Strong experience with customer complaints and de-escalation. 
• Excellent verbal communication, active listening, and problem-solving abilities. 
• Comfortable working in a fast-paced, high-volume phone environment. 
• Ability to maintain professionalism under pressure and handle sensitive customer interactions. 
• Ability to work a fixed, assigned schedule after training. 
• Strong system-navigation skills across multiple applications. 

Preferred Qualifications :

• Prior financial services or banking call center experience. 
• Familiarity with credit card complaint processes or regulatory complaint handling. 
• Knowledge of rewards/loyalty programs in financial or retail domains. 
• Bilingual skills (not required but considered a plus). 

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], [Days/hours of paid sick and safe time], [Days/hours of paid vacation time], [Weeks of paid parental leave], [Paid holidays annually], [any additional benefits applicable].