Customer Service Representative

Talent Expert - Collabera | Creating the Next Together !

This is with one of our Banking client.

The organization is bringing Credit Card Rewards servicing in-house as part of a strategic transition from a third-party vendor. This role sits within an expanded Credit Card Customer Service call center and supports Rewards servicing across multiple consumer and small business products.

This is a Level 2 escalation role focused on handling complex servicing issues, frontline agent escalations, and direct customer calls related to Credit Card Rewards.

• General Purpose Credit Cards
• Small Business Credit Cards
• Personal Lines of Credit
• Personal Loans
• Retail Services

• Escalations from frontline call center agents
• Assistance and help desk requests from frontline agents
• Remediation servicing requests from customers
• Direct customer calls related to Credit Card Rewards

• Handle 300–400 inbound calls per month (phones only; no email or chat)
• Manage Level 2 escalated calls
  , including:
  • Complex service issues
  • System unlocks and system-related assistance
  • Help desk and agent support inquiries
  • Live customer escalations (non-regulatory)
• Handle direct customer calls related to Credit Card Rewards, including:
  • Gift card purchases
  • Missing or incorrect rewards
  • Loyalty and rewards program servicing
• Open and document complaints in the system of record
• Accurately identify and classify regulatory vs. non-regulatory complaint flags
• Apply strong de‑escalation techniques to resolve customer concerns effectively
• Navigate multiple systems efficiently while maintaining service quality

• Strong customer service, de‑escalation, and issue resolution skills
• Ability to navigate multiple systems simultaneously
• Comfortable handling phone‑based call volume
• Ability to work a fixed assigned schedule after training

• Experience handling escalations in a call center environment
• Credit card servicing or rewards program experience
• Prior financial services call center experience
• Knowledge of loyalty or rewards programs
• Credit card complaints handling experience

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, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

Collabera is a leading Digital Solutions company providing software engineering solutions to the world’s most tech‑forward organizations. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500.

• Will get to work on numerous challenging and exciting projects, including UI/UX transformation, Blockchain, AI/Data Science, Cloud migrations, Cyber‑Security and Engineering.
• At Collabera you have 80% chances of project extension or redeployment to other clients
• Will have endless opportunities to learn new technologies through our in‑house Training arm – Cognixia.

Associate

Contract

Customer Service and Administrative

Banking and Financial Services

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