Customer Service (Escalation Support) jobs in United States
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Collabera · 12 hours ago

Customer Service (Escalation Support)

positionRoanoke, VA
timeContract
remoteHybrid
seniorityNew Grad, Entry Level
money$22/hr - $23/hr

Collabera is a company working in the banking sector, and they are seeking a Customer Service (Escalation Specialist) to handle Level 2 escalation calls and support frontline agents. The role involves managing live customer escalations and ensuring high-quality customer support while navigating multiple systems.

ConsultingInformation ServicesInformation Technology
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H1B Sponsor Likelynote
Hiring Manager
Mradul Khampariya
linkedin

Responsibilities

Handle Level 2 escalation calls via phone only (300-400 calls per month)
Support frontline agents through escalations, assistance requests, system access issues, and complex service inquiries
Manage live customer escalations (non-regulatory) and complex rewards-related issues
Service direct customer calls related to:
Rewards point redemption
Gift card purchases
Missing or incorrect rewards
Loyalty and rewards program inquiries
Accurately open and document complaints in the systems of record
Correctly identify and classify regulatory vs. non-regulatory complaints
Navigate multiple systems efficiently while delivering high-quality customer support

Qualification

Customer support experienceFinancialBanking backgroundDe-escalation skillsVerbal communicationComfort in phone-based environmentInbound calling experienceOutbound calling experienceProblem-solving skills

Required

Any customer support experience
Any calling experience, inbound, outbound
Any financial or banking background
Strong customer service, de-escalation, and problem-solving skills
Excellent verbal communication abilities
Comfort working in a phone-based, moderate-volume environment

Benefits

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

Company

Collabera

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Collabera is an end-to-end information technology services and solutions provider helping clients align their business and IT strategies.
dateFounded in 1991
location
Morristown, New Jersey, USA
people-size10001+ employees
web-link
http://www.collabera.com

H1B Sponsorship

Collabera has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (141)
2024 (93)
2023 (120)
2022 (186)
2021 (180)
2020 (146)

Funding

Current Stage
Late Stage
Total Funding
$30M
2006-05-04Series Unknown· $30M

Leadership Team

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Lalit Sharma
CFO
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Michael H. Abraham
Chief Financial Officer
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Recent News

PR Newswire
Collabera Digital appoints Kaushik Sarkar as President
2024-04-09
PRNewswire
Collabera, LLC Welcomes Mike Fromhold as New Chief Executive Officer
2023-01-20
PR Newswire
Collabera Ranked as a Best Place to Work by Comparably.com
2022-04-19
Company data provided by crunchbase