Customer Support Representative - escalations (Columbus, OH)

Nova Umber Banking Services is a regional lender in Columbus with branches and a growing mobile service, and we need a Customer Support Representative to lead our escalations. Most people here started in a branch and stayed. What you will do • Resolve billing and account issues, including branch operations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with branch operations. Working arrangement • Full-time, Monday to Friday. • On site in Columbus. • We will tell you what to expect at each step of the hiring process.