Customer Support Representative - escalations (Richmond, VA)

Nova Cross Banking Services is a community-focused bank in Richmond serving households and small businesses, and we need a Customer Support Representative to lead our escalations. We promote from within and train well. 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. • Resolve billing and account issues, including branch operations, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with branch operations. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond. • Applications are reviewed on a rolling basis.