Position: Customer Service (Escalation Support Specialist )

Client: Banking/Finance

Location: Phoenix, AZ 85027 (Hybrid after training – 1 week onsite / 1 week remote)

Duration: 12 Months (Possible Extension/Conversion)

Pay: ($23-$25) hourly

Start Date: 03/23/2026

Schedule: Training (First 10 Weeks): Monday–Friday, 9:00 AM–5:30 PM

Post-Training: Monday–Sunday, 7:00 AM–12:00 AM (Any 8-hour shift assigned at offer stage)

Required Skills:

• Complaint handling experience
• Strong de-escalation & issue resolution skills
• Ability to multitask across systems
• Strong verbal communication
• Comfortable handling phone volume
• Ability to work the assigned fixed schedule

Project Overview:

The existing credit card call center is expanding to support rewards-related servicing across:

• General Purpose Credit Cards
• Small Business Credit Cards
• Personal Lines of Credit
• Personal Loans
• Retail Services

 Role Overview:

• Level 2 Escalation queue handling 300–400 inbound phone calls per month (no email/chat).

Call Types Include:

• 50% Escalations & assistance requests from frontline agents
• Help desk/system support (system unlocks, troubleshooting)
• Complex service issues
• Live customer escalations (non-regulatory)
• 50% Direct customer calls regarding:
• Rewards redemption
• Gift card purchases
• Missing rewards
• Loyalty program servicing
• Responsibilities include opening complaints in systems and accurately classifying regulatory vs. non-regulatory flags.

 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).