Customer Support Representative - phone and chat support (remote)

Nova Kestrel Financial serves customers across El Paso with accounts, loans and payments, and we need a Customer Support Representative to lead our phone and chat support. 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 payment disputes, 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with payment disputes. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in El Paso. • We reply to every applicant.