Position: Customer Service (Escalation Support Specialist ) Client: Banking/Finance Location: Phoenix, AZ 85027 (Hybrid after training – 1 week onsite / 1 week remote) Duration: 12 Months (Possible Extension/Conversion) Pay: ($23-$25) hourly Start Date: 03/23/2026 Schedule: Training (First 10 Weeks): Monday–Friday, 9:00 AM–5:30 PM Post-Training: Monday–Sunday, 7:00 AM–12:00 AM (Any 8-hour shift assigned at offer stage) Required Skills: Complaint handling experience Strong de-escalation & issue resolution skills Ability to multitask across systems Strong verbal communication Comfortable handling phone volume Ability to work the assigned fixed schedule Project Overview: The existing credit card call center is expanding to support rewards-related servicing across: General Purpose Credit Cards Small Business Credit Cards Personal Lines of Credit Personal Loans Retail Services Role Overview: Level 2 Escalation queue handling 300–400 inbound phone calls per month (no email/chat). Call Types Include: 50% Escalations & assistance requests from frontline agents Help desk/system support (system unlocks, troubleshooting) Complex service issues Live customer escalations (non-regulatory) 50% Direct customer calls regarding: Rewards redemption Gift card purchases Missing rewards Loyalty program servicing Responsibilities include opening complaints in systems and accurately classifying regulatory vs. non-regulatory flags. 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).