Senior Customer Support Representative - escalations (Madison, WI)

Summit Vale Financial Group serves customers across Madison with accounts, loans and payments, and we need a Senior Customer Support Representative to lead our escalations. Teams collaborate across risk, service and technology. What you will do • 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. • Resolve billing and account issues, including customer onboarding, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 customer onboarding. Working arrangement • Full-time, on a regular day shift. • On site in Madison. • We reply to every applicant.