Escalations Representative

This is the role seeking an Escalations Representative to join a high-performing Level 2 support team responsible for resolving complex customer issues, handling escalations, and providing specialized assistance related to credit card rewards and servicing. This position is 100% phone-based and requires strong communication, problem-solving, and complaint-handling skills. You will manage both transferred escalation calls from frontline agents as direct inbound calls from customers. This role requires accuracy, sound judgment, and the ability to navigate multiple systems while maintaining a positive customer experience.