Customer Support Representative - escalations (Providence, RI)

We are growing our team at Fernwood Quill Banking Services and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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. 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, Monday to Friday. • On site in Providence. • We will tell you what to expect at each step of the hiring process.