Customer Support Representative - escalations (El Paso, TX)

Lumen Quill Banking Services Group is a regional lender in El Paso with branches and a growing mobile service, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 16 people based in El Paso. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including loan files, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with loan files. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in El Paso, with some flexibility after the first few months. • We reply to every applicant.