Customer Support Representative - escalations (Detroit, MI)

Nova Mill Banking Services is a community-focused bank in Detroit serving households and small businesses. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 99 people based in Detroit. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loan files, 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with loan files. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • On site in Detroit. • Applications are reviewed on a rolling basis.