Senior Customer Support Representative - escalations (remote)

Nova Quill Banking Services Group provides everyday banking and small-business lending around Rochester. We are hiring a Senior Customer Support Representative to take on escalations. Most people here started in a branch and stayed. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including fraud alerts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 • Experience with fraud alerts. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Rochester. • We reply to every applicant.