Senior Customer Support Representative - phone and chat support (Denver, CO)

We are growing our team at Northwind Sparrow Banking Services and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 32 people based in Denver. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including card disputes, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Full-time, on a regular day shift. • On site in Denver, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.