Escalation Speciality

Position: Escalations Representative 2
Client: Banking industry
Job duration: 12 Months (Possibilities of extension OR conversion to FTE)
Location: Roanoke, VA
(Hybrid- 1 Week Onsite/1 Week Remote after Training)

Payrate : $20 - $23 per hour 

Support internal and external customers with inquiries and complaints regarding financial products and services.
Seek ways to determine appropriate courses of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
Interact with internal and external customers to respond to the concerns raised, as well as determine the appropriate course of action.
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
                                                                             
Required:   
2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
Ability to research and effectively resolve customer escalated issues.
General knowledge and understanding of consumer credit card products, policies, and procedures.
Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
Ability to interact with integrity and a high level of professionalism with all levels of team members and management.      
                                                                             
Desired:    
Excellent verbal, written, and interpersonal communication.
Intermediate  MS excel
1+ years’ experience in Call Center environment in Financial Services Industry.
Strong organizational, multi-tasking, and prioritization
Good analytical with high attention to detail and accuracy
Technical: CIV, CSS, and/or BCS 

Job Expectations:
Training class target start date is 08/3/2026.
10 weeks Paid Training – M-F 9am-5:30 pm EST.
Successful candidates Must attend the full duration of training.
Hybrid work schedule once training is completed – 1 week on campus and 1 week remote.
Shifts will be assigned during Offer phase.
Ability to work additional hours, and different schedules based on business need.