Customer Support Representative - phone and chat support (Richmond, VA)

Silverline Fern Banking Services provides everyday banking and small-business lending around Richmond. We are hiring a Customer Support Representative to take on phone and chat support. You would join a large organisation of more than 1,000 people based in Richmond. 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including account openings, on the first contact when possible. 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 • Experience with account openings. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • On site in Richmond, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.