Position Details: Position: Escalations Representative 2 Industry: Banking/Financial Services Job duration: 12 Months (Possible Extension) Location: Roanoke, VA 24019 (Hybrid post Training - 1 week from the Office, 1 week from Home) Description: 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. Pay Range: $22-23/hr. 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)