Customer Support Representative - escalations (Nashville, TN)

Harborlight Juniper Banking Services is a community-focused bank in Nashville serving households and small businesses. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 954 people based in Nashville. 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with loan files. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Nashville, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.