Customer Service Representative
1 week ago
Description
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Customer Service Representative
Contract to Hire: Roanoke, Virginia, US
Salary Range: 22.00 - 23.00 | Per Hour
Job Code: 366319
End Date: 2026-01-10
Days Left: 29 days, 3 hours left
Apply
Note:
- The position is Hybrid ( Hybrid post Training - 1 week from the Office, 1 week from Home ).
- This position starts in Jan 2026 .
- Position: Escalations Representative 2 ( Customer Service Specialist )
- 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) - First 10 weeks
- Working Schedule: Shifts will be assigned during the Offer phase; Monday - Sunday between 7 AM - 12 AM ( Any 8 Hours )
- Pay Rate: $22 - 23/hour
- Pay Structure: Bi-Weekly - Once every two weeks
- Tentative Start Date:02/02/2026 OR 02/09/2026
- 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.
- 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.
Job Requirement
- Customer Service
- Customer Support
- Customer Care
- Escalations
- Customer De-Escalation
- Escalated Call Support
- Credit Card
- Credit Cards
- Credit Card Customer Support
- Chat Support
- Banking
- Financial
- Call Center
- Contact Center
- Inbound calls
- Outbound Calling
- Fraud Support
- Customer Call Resolution
- Call Resolution
- Communication skills
- Collections
- Payments
- Recruiter
- Phone
- Indranil Kundu
- indranil.kundu@collabera.com
Apply Now
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