Senior Customer Support Representative - phone and chat support (remote)

Northwind Forge Banking Services is a regional lender in Phoenix with branches and a growing mobile service, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of about 627 people, working mostly from home. What you will do • 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. • Resolve billing and account issues, including deposit accounts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with deposit accounts. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Phoenix. • We will tell you what to expect at each step of the hiring process.