Customer Support Representative - escalations (Chicago, IL)

We are growing our team at Foxglove Umber Banking Services and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 153 people based in Chicago. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including deposit accounts, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with deposit accounts. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Chicago. • We will tell you what to expect at each step of the hiring process.