Senior Customer Support Representative - escalations (remote)

Lumen Cedar Banking Services is a community-focused bank in Hartford serving households and small businesses. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including card disputes, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 card disputes. Working arrangement • Part-time, about 24 hours a week, mornings. • Fully remote, with an occasional day on site in Hartford. • We reply to every applicant.