Position Details:
Job Title: Customer Service Representative
Location: Roanoke, VA, and Phoenix, AZ
Work Arrangement:  onsite
Client Industry: Multinational Investment Bank And Financial Services Corporation 
Duration:12 Months Contract
Schedule: Monday to Friday, (9 AM - 5:30 PM)

JOB DESCRIPTION:

• 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.
• Must open a complaint in the WF system of record.
• Must classify regulatory vs non-regulatory flags correctly.

• Complaint handling background.
• Strong customer service, de-escalation, and issue resolution skill.
• Ability to navigate multiple systems.
• Strong verbal communication.
• Comfortable with phones & volume.
• Able to work the assigned fixed schedule post-training.

• Escalations experience.
• Credit card or rewards program experience.
• Prior financial services call center experience.
• Knowledge of rewards/loyalty programs.
• Credit card complaints handling.
• Bilingual - English and Spanish.

Compensation  $20 – $23 per hour
This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.

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)
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)

Ready to Apply?

Apply now or reach out to [Satish Yadav] at +1 312-212-6795 for more information. We look forward to speaking with you!