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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: 8 days, 2 hours left

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Note:

• The position is Hybrid ( Hybrid post Training - 1 week from the Office, 1 week from Home ).
• This position starts in Jan 2026 .

Position Details:

• 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

Roles and Responsibilities:

• 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.

Required Skills:

• 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.

Desired Skills:

• Escalations experience.
• Credit card or rewards program experience.
• Prior financial services call center experience.
• Knowledge of rewards/loyalty programs.
• Credit card complaints handling.

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
• 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

Reach Out to a Recruiter

• Recruiter
• Email
• Phone
• Indranil Kundu
• indranil.kundu@collabera.com

Apply Now

Job Tags

Bi-weekly pay, Hourly pay, Contract work, Temporary work, Work at office, Monday to Friday, Shift work,

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