Customer Service Representative

Overview

Position Details: Job Title:
Customer Service Representative

Location:

Roanoke, VA, and Phoenix, AZ
Work Arrangement: onsite
Client Industry: Multinational Investment Bank And Financial Services Corporation
Duration: 12 Months Contract

Schedule:

Monday to Friday, 9 AM - 5:30 PM

• 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.
• Must open a complaint in the WF system of record.
• Must classify regulatory vs non-regulatory flags correctly.

• Required Skill: Complaint handling background.
• Strong customer service, de-escalation, and issue resolution skill.
• 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.
• Bilingual - English and Spanish.

Compensation: $20 - $23 per hour. This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.

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, paid holidays annually - as applicable.

Apply now or reach out to Satish Yadav at  for more information. We look forward to speaking with you!