Collabera · 10 hours ago
Customer service - Escalation Specialist
Roanoke, VA
Contract
Onsite
Mid Level
$23/hr - $23/hrCollabera is seeking an experienced Escalations Representative II to support a high-volume financial services contact center. This role focuses on handling Level 2 customer escalations and credit card rewards-related inquiries, requiring strong complaint-handling experience and excellent communication skills.
ConsultingInformation ServicesInformation Technology
Hiring Manager
Shivani Shukla
Responsibilities
Handle Level 2 escalated customer service calls via phone (no email or chat support)
Resolve complex customer issues related to:
Credit card rewards and loyalty programs
Reward point redemption
Gift card purchases
Missing or incorrect rewards
Support frontline customer service agents with:
Escalation handling
System access issues and troubleshooting
Complex service inquiries
Accurately document customer interactions and open complaints in internal systems
Correctly identify and classify regulatory vs. non-regulatory complaints
Apply de-escalation techniques to resolve customer concerns professionally
Navigate multiple internal systems efficiently while on calls
Maintain compliance with financial services policies and procedures
Qualification
Required
Previous experience handling customer complaints
Strong customer service, issue resolution, and de-escalation skills
Excellent verbal communication skills
Ability to manage high call volumes and work comfortably on phones
Proficiency in navigating multiple systems simultaneously
Ability to work a fixed schedule after training
High attention to detail and documentation accuracy
Preferred
Experience in escalations or Level 2 support roles
Background in credit cards, rewards programs, or loyalty programs
Prior experience in financial services or banking call centers
Experience handling credit card-related complaints
Bilingual (English/Spanish)
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
Collabera is an end-to-end information technology services and solutions provider helping clients align their business and IT strategies.
Founded in 1991
10001+ employees
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 StageTotal Funding
$30M2006-05-04Series Unknown· $30M
Leadership Team
Lalit Sharma
CFO
Michael H. Abraham
Chief Financial Officer
Recent News
2024-04-09
2023-01-20
2022-04-19
Company data provided by crunchbase