Escalations Representative

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This range is provided by Collabera. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $23.00/hr

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• Title: Escalations Representative
• Duration: 12 months of contract | (Based on performance, possible extension or hire)
• Shift: Any 5 days on weekdays in a week from Mon to Sun | Any 8 hours between 8 AM to 12 AM
• Pay: $20/hour to $23/hour
• 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, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable.

Location: Roanoke, VA

Hybrid: 1 Week Onsite/1 Week Remote after Training

• 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 issues, and process complex transactions online.
• Perform moderately complex research to resolve client issues and review complaints for regulatory and non-regulatory flags, classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Receive direction from supervisors and escale non-routine client concerns to more experienced individuals.
• Interact with internal and external customers to respond to concerns raised, and determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

• 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.

Mid-Senior level

Contract

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