Customer Support Representative - escalations (Charlotte, NC)

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