Senior Customer Support Representative - escalations (Richmond, VA)

Harborlight Vale Financial is looking for a Senior Customer Support Representative. The job centres on escalations for payment disputes, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including payment disputes, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with payment disputes. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.