Collabera
Talent Expert - Collabera | Creating the Next Together !
This is with one of our Banking client.
Role Overview The organization is bringing Credit Card Rewards servicing in-house as part of a strategic transition from a third-party vendor. This role sits within an expanded Credit Card Customer Service call center and supports Rewards servicing across multiple consumer and small business products.
This is a
Level 2 escalation role
focused on handling complex servicing issues, frontline agent escalations, and direct customer calls related to Credit Card Rewards.
Products Supported
General Purpose Credit Cards
Small Business Credit Cards
Personal Lines of Credit
Personal Loans
Retail Services
Call Types Supported
Escalations from frontline call center agents
Assistance and help desk requests from frontline agents
Remediation servicing requests from customers
Direct customer calls related to Credit Card Rewards
Key Responsibilities
Handle
300–400 inbound calls per month
(phones only; no email or chat)
Manage
Level 2 escalated calls , including:
Complex service issues
System unlocks and system-related assistance
Help desk and agent support inquiries
Live customer escalations (non-regulatory)
Handle direct customer calls related to Credit Card Rewards, including:
Gift card purchases
Missing or incorrect rewards
Loyalty and rewards program servicing
Open and document complaints in the system of record
Accurately identify and classify
regulatory vs. non-regulatory
complaint flags
Apply strong de‑escalation techniques to resolve customer concerns effectively
Navigate multiple systems efficiently while maintaining service quality
Required Qualifications
Strong customer service, de‑escalation, and issue resolution skills
Ability to navigate multiple systems simultaneously
Comfortable handling phone‑based call volume
Ability to work a
fixed assigned schedule
after training
Preferred Qualifications
Experience handling escalations in a call center environment
Credit card servicing or rewards program experience
Prior financial services call center experience
Knowledge of loyalty or rewards programs
Credit card complaints handling experience
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)
About Us: Collabera is a leading Digital Solutions company providing software engineering solutions to the world’s most tech‑forward organizations. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500.
With Collabera, you
Will get to work on numerous challenging and exciting projects, including UI/UX transformation, Blockchain, AI/Data Science, Cloud migrations, Cyber‑Security and Engineering.
At Collabera you have 80% chances of project extension or redeployment to other clients
Will have endless opportunities to learn new technologies through our in‑house Training arm – Cognixia.
Seniority level Associate
Employment type Contract
Job function Customer Service and Administrative
Industries Banking and Financial Services
Referrals increase your chances of interviewing at Collabera by 2x
Direct message the job poster from Collabera
#J-18808-Ljbffr
Role Overview The organization is bringing Credit Card Rewards servicing in-house as part of a strategic transition from a third-party vendor. This role sits within an expanded Credit Card Customer Service call center and supports Rewards servicing across multiple consumer and small business products.
This is a
Level 2 escalation role
focused on handling complex servicing issues, frontline agent escalations, and direct customer calls related to Credit Card Rewards.
Products Supported
General Purpose Credit Cards
Small Business Credit Cards
Personal Lines of Credit
Personal Loans
Retail Services
Call Types Supported
Escalations from frontline call center agents
Assistance and help desk requests from frontline agents
Remediation servicing requests from customers
Direct customer calls related to Credit Card Rewards
Key Responsibilities
Handle
300–400 inbound calls per month
(phones only; no email or chat)
Manage
Level 2 escalated calls , including:
Complex service issues
System unlocks and system-related assistance
Help desk and agent support inquiries
Live customer escalations (non-regulatory)
Handle direct customer calls related to Credit Card Rewards, including:
Gift card purchases
Missing or incorrect rewards
Loyalty and rewards program servicing
Open and document complaints in the system of record
Accurately identify and classify
regulatory vs. non-regulatory
complaint flags
Apply strong de‑escalation techniques to resolve customer concerns effectively
Navigate multiple systems efficiently while maintaining service quality
Required Qualifications
Strong customer service, de‑escalation, and issue resolution skills
Ability to navigate multiple systems simultaneously
Comfortable handling phone‑based call volume
Ability to work a
fixed assigned schedule
after training
Preferred Qualifications
Experience handling escalations in a call center environment
Credit card servicing or rewards program experience
Prior financial services call center experience
Knowledge of loyalty or rewards programs
Credit card complaints handling experience
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)
About Us: Collabera is a leading Digital Solutions company providing software engineering solutions to the world’s most tech‑forward organizations. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500. With more than 25 years of experience, we have hired over 17000 employees across 60+ offices globally and currently place 10000+ professionals annually to support critical IT engagements at more than 500 client sites, 80% being the Fortune 500.
With Collabera, you
Will get to work on numerous challenging and exciting projects, including UI/UX transformation, Blockchain, AI/Data Science, Cloud migrations, Cyber‑Security and Engineering.
At Collabera you have 80% chances of project extension or redeployment to other clients
Will have endless opportunities to learn new technologies through our in‑house Training arm – Cognixia.
Seniority level Associate
Employment type Contract
Job function Customer Service and Administrative
Industries Banking and Financial Services
Referrals increase your chances of interviewing at Collabera by 2x
Direct message the job poster from Collabera
#J-18808-Ljbffr