Project Scope:

• Credit Card Rewards are currently serviced by an external, third-party vendor.
• Client is bringing the service of Rewards in-house and exiting the vendor.
• An existing Credit Card Customer Service call center will be expanded to include the servicing of Credit Card Rewards.
• The queue currently services the following products:
• General Purpose Credit Cards
• Small Business Credit Cards
• Personal Lines of Credit
• Personal Loans
• Retail Services
• The queue currently services the following call types across all product types:
• Escalations from frontline call center agents
• Assistance requests from frontline call center agents
• Remediation servicing requests direct from customers
• Rewards for servicing requests direct from customers.

• 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 skills.
• 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

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.