Customer Support Representative - billing questions (remote)

We are growing our team at Nova Rook Financial and adding a Customer Support Representative whose main responsibility will be billing questions. Teams collaborate across risk, service and technology. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loan applications, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with loan applications. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Tampa. • We will tell you what to expect at each step of the hiring process.