Find & Apply For Network / Systems Administrator Jobs in Roanoke, Virginia

Job Description

Customer Service Specialist Contract to

Hire:

Roanoke, Virginia, US Salary Range:

23.00

• 23.

00 |

Per Hour Job Code:

371537

End Date:

2026-10-08

Days Left:

27 days, 7 hours left

Note:

The position is Hybrid (Hybrid post-training

• 1 week from the Office, 1 week from Home).

Position Details:

Position:

Escalations Representative 2 (Customer Service Specialist)

Industry:

Banking/Financial Services

Job duration: 12 months (Possible Extension/Conversion)

Location:

Roanoke, VA 24019 (Hybrid post-training

• 1 week from the Office, 1 week from Home)
  

Training Schedule:

Monday

• Friday (9 AM
• 5:30 PM EST OR 10 AM
• 6:30 PM EST for Roanoke)
• First 10 weeks
  

Working Schedule:

Shifts will be assigned post-training; Monday

• Sunday between 7 AM and 10 PM (Any 8 Hours)
  

Pay Range:

$23-23.08/hour

Tentative Start Date:

09/21/2026

Project Scope:

Handle escalations from frontline call center agents.

Assistance requests from frontline call center agents.

Remediation servicing requests directly from customers.

Rewards for servicing requests directly from customers.

Roles and Responsibilities:

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% of calls:

Direct customer calls regarding credit card rewards.

Redeeming points.

Gift card purchases.

Missing rewards.

Loyalty program servicing.

Must classify regulatory vs non-regulatory flags correctly.

Required Skills:

Complaint handling background.

Strong customer service, de-escalation, and issue resolution skills.

Ability to navigate multiple systems.

Strong verbal communication.

Comfortable with phones & volume.

Able to work the assigned fixed schedule post-training.

Nice to Have

Skills:

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.

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 off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually

• as applicable.

Job Requirement

Customer Service

Customer

Customer Support

Customer Care

Customer Advisor

Customer Liaison

Call Center

Calls

Calling

Inbound calls

Outbound calling

MS Office

Communication

Phone Handling

Client Service

Client Support

Technical Support

Helpdesk

Call De-escalation

Problem Resolution

Issue Resolution

Reach Out to a Recruiter

Recruiter

Email

Phone

Indranil Kundu

indranil.kundu@collabera.com