Job Description Location: Plano, TX Work Schedule: Hybrid 5 days onsite / 5 days remote (rotational) Position Overview serve as a second line of defense for inbound consumer calls. This role is critical in resolving complex or escalated customer issues, ensuring a positive experience while protecting the business through professional, compliant, and empathetic communication. The ideal candidate is calm under pressure, excels in customer service, and has the ability to de escalate sensitive situa