Senior Customer Support Representative - escalations (remote)

Greenridge Ivory Banking Services Group provides everyday banking and small-business lending around Cleveland. 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 • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including fraud alerts, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with fraud alerts. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Cleveland. • We reply to every applicant.