Senior Customer Support Representative - escalations (remote)

Nova Amber Financial serves customers across Seattle with accounts, loans and payments. We are hiring a Senior Customer Support Representative to take on escalations. Teams collaborate across risk, service and technology. What you will do • Resolve billing and account issues, including loan applications, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • 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 loan applications. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Seattle. • We reply to every applicant.