Position Details: Position: Escalations Representative 2 Industry: Banking/Financial Services Job duration: 12 Months (Possible Extension) Location: Roanoke, VA 24019 (Hybrid post Training
A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully. - 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. xsgimln
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)
A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully. - 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. xsgimln
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)