Senior Customer Support Representative - escalations (Kansas City, MO)

We are growing our team at Amberfield Fern Banking Services and adding a Senior Customer Support Representative whose main responsibility will be escalations. We keep decisions close to customers and expect people to explain things plainly. What you will do • Resolve billing and account issues, including loan files, 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. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with loan files. Working arrangement • Contract for four months, with the possibility of becoming permanent. • On site in Kansas City. • We will tell you what to expect at each step of the hiring process.