Senior Customer Support Representative - escalations (Boston, MA)

Nova Glen Banking Services Group is a community-focused bank in Boston serving households and small businesses. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people based in Boston. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including account openings, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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 account openings. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Boston. • We will tell you what to expect at each step of the hiring process.