Senior Customer Support Representative - escalations (Charlotte, NC)

We are growing our team at Foxglove Glen Banking Services and adding a Senior Customer Support Representative whose main responsibility will be escalations. Most people here started in a branch and stayed. What you will do • Resolve billing and account issues, including loan files, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with loan files. Working arrangement • Full-time, on a regular day shift. • On site in Charlotte. • We reply to every applicant.