What are the responsibilities and job description for the Credit Card Rewards Escalation Specialist position at Collabera?
Job Overview :
We are seeking an experienced Escalations Representative II to support a high-volume financial services contact center. This role focuses on handling Level 2 customer escalations and credit card rewards-related inquiries. The ideal candidate has strong complaint-handling experience, excellent communication skills, and the ability to resolve complex service issues while adhering to strict compliance standards.
Work Schedule
- Training Period (First 10 Weeks):
- Monday–Friday, 9:00 AM – 5:30 PM
- Post-Training Schedule:
- Fixed 8-hour shifts
- Scheduled any day Monday–Sunday between 7:00 AM and 12:00 AM
- Hybrid Schedule (Post Training):
- One week onsite
- One week remote
Key Responsibilities
- Handle Level 2 escalated customer service calls via phone (no email or chat support)
- Resolve complex customer issues related to:
- Credit card rewards and loyalty programs
- Reward point redemption
- Gift card purchases
- Missing or incorrect rewards
- Support frontline customer service agents with:
- Escalation handling
- System access issues and troubleshooting
- Complex service inquiries
- Accurately document customer interactions and open complaints in internal systems
- Correctly identify and classify regulatory vs. non-regulatory complaints
- Apply de-escalation techniques to resolve customer concerns professionally
- Navigate multiple internal systems efficiently while on calls
- Maintain compliance with financial services policies and procedures
Call Volume & Environment
- Handle approximately 300–400 calls per month
- Calls include:
- 50% escalations or assistance requests from frontline agents
- 50% direct customer inquiries related to rewards servicing
- Fast-paced, phone-intensive environment
Required Qualifications
- Previous experience handling customer complaints
- Strong customer service, issue resolution, and de-escalation skills
- Excellent verbal communication skills
- Ability to manage high call volumes and work comfortably on phones
- Proficiency in navigating multiple systems simultaneously
- Ability to work a fixed schedule after training
- High attention to detail and documentation accuracy
Preferred Qualifications
- Experience in escalations or Level 2 support roles
- Background in credit cards, rewards programs, or loyalty programs
- Prior experience in financial services or banking call centers
- Experience handling credit card-related complaints
- Bilingual (English/Spanish)
Ideal Candidate Profile
- Calm and professional under pressure
- Customer-focused with strong problem-solving abilities
- Comfortable handling difficult conversations
- Reliable, detail-oriented, and compliance-driven
payrate - $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)
Salary : $23