Customer Service Representatives

• The position is Hybrid (Hybrid post Training - 1 week from the Office, 1 week from Home).
• This position starts in March 2026.

• Position: Escalations Representative 2 (Customer Service Representative)
• 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) - First 10 weeks
• Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM (Any 8 Hours)
• Pay Rate: $22-23/hour
• Pay Structure: Bi-Weekly - Once every two weeks
• Tentative Start Date: 03/23/2026

• This is a Level 2 escalation queue that handles:
• Call Volume - 300–400 calls/month - Phones only (no email/chat).
• Open a complaint in the system of record.
• Classify regulatory vs non-regulatory flags correctly.
• Handle escalations from frontline call center agents.
• Assistance requests from frontline call center agents.
• Remediation servicing requests direct from customers.
• Rewards for servicing requests direct from customers.

Required Skills:

• Strong customer service, de-escalation, and issue resolution skills.
• Ability to navigate multiple systems.
• Strong verbal communication.

Desired Skills:

• Escalations experience.
• Prior financial services OR call center 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 off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually - as applicable.