Customer Support Representative - escalations (remote)

Rivermark Granite Financial provides savings, lending and payment services from Rochester, and we need a Customer Support Representative to lead our escalations. Teams collaborate across risk, service and technology. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including account servicing, on the first contact when possible. • Escalate complex cases with all details attached. 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 account servicing. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in Rochester. • Applications are reviewed on a rolling basis.