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Customer Service Representatives

Contract to Hire: Roanoke, Virginia, US

Salary Range: 22.00 - 23.00 | Per Hour

Job Code: 367587

End Date: 2026-03-18

Days Left: 27 days, 21 hours left

Note:
  • The position is Hybrid (Hybrid post Training - 1 week from the Office, 1 week from Home).
  • This position starts in March 2026.
Position Details:
  • Position: Escalations Representative 2 (Customer Service Representative)
  • Industry: Banking/Financial Services
  • Job duration: 12 months (Possible Extension/Conversion)
  • Location: Roanoke, VA 24019 (Hybrid post Training - 1 week from the Office, 1 week from Home)
  • Training Schedule: Monday - Friday (9 AM - 5:30 PM EST) - First 10 weeks
  • Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM (Any 8 Hours)
  • Pay Rate: $22-23/hour
  • Pay Structure: Bi-Weekly - Once every two weeks
  • Tentative Start Date: 03/23/2026
Roles and Responsibilities:
  • This is a Level 2 escalation queue that handles:
  • Call Volume - 300–400 calls/month - Phones only (no email/chat).
  • Open a complaint in the system of record.
  • Classify regulatory vs non-regulatory flags correctly.
  • Handle 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.

Required Skills:

  • Strong customer service, de-escalation, and issue resolution skills.
  • Ability to navigate multiple systems.
  • Strong verbal communication.

Desired Skills:

  • Escalations experience.
  • Prior financial services OR call center experience.

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, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually - as applicable.
Job Requirement
  • Customer Service
  • Customer Support
  • Customer Care
  • Customer Call Handling
  • Customer Retention
  • Call Handling
  • Call Center
  • Chat Support
  • Escalations
  • Call De-escalation
  • MS Office
  • Contact Center
  • Collections
  • Fraud
  • Senior Customer Support Agent
  • Lead Customer Care Specialist
  • Communication skills
  • Financial Services
  • Banking
  • Customer Issue Resolution
  • Customer Advisor
  • Customer Liaison
  • Benefits
  • Insurance
  • Debit Cards
  • Credit Cards
  • Client Support
Reach Out to a Recruiter
  • Recruiter
  • Email
  • Phone
  • Indranil Kundu
  • indranil.kundu@collabera.com
Apply Now
Apply Now
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