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Customer Service
Contract to Hire: Phoenix, Arizona, US
Salary Range: 25.00 - 26.00 | Per Hour
Job Code: 367588
End Date: 2026-03-18
Days Left: 27 days, 21 hours left
Note:
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The position is Hybrid (Hybrid post Training - 1 week from the Office, 1 week from Home).
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This position starts in March 2026.
Position Details:
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Position: Escalations Representative 2 (Customer Service Representative)
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Industry: Banking/Financial Services
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Job duration: 12 months (Possible Extension/Conversion)
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Location: Phoenix, AZ 85027 (Hybrid post Training - 1 week from the Office, 1 week from Home)
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Training Schedule: Monday - Friday (9 AM - 5:30 PM EST) - First 10 weeks
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Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM (Any 8 Hours)
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Pay Rate: $25-26/hour
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Pay Structure: Bi-Weekly - Once every two weeks
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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
- Phone
- Indranil Kundu
- indranil.kundu@collabera.com
Apply Now
Apply Now
