Customer Support Representative - escalations (remote)

Nova Umber Banking Services is a community-focused bank in Toledo serving households and small businesses, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including loan files, on the first contact when possible. • 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. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with loan files. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Toledo. • Applications are reviewed on a rolling basis.