About the Role
The Customer Support Representative I (CSR I) is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives. The CSR I maintains strong communication with management regarding any situations that could impact the company. This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position. Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficiently Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners Provide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requests Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions Prepare and distribute customer documentation and maintain accurate records in company systems Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency Maintain clear, detailed notes and documentation in customer databases Collaborate cross-functionally to support customer needs and ensure seamless service delivery Communicate effectively with leadership on issues that may impact customers or the business Ensure confidentiality of all customer and company information Follow all company policies, procedures, and regulatory requirements Provide exceptional customer service and contribute positively to team culture and organizational goals About You: 2+ years of customer service or call center experience in a high-volume, multi-channel environment 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus High school diploma or equivalent required Strong verbal and written communication skills Active listener with a customer-first mindset Demonstrated empathy, patience, and professionalism in customer interactions Strong problem-solving and critical thinking skills Ability to de-escalate challenging situations confidently Highly organized with strong attention to detail Effective time management and ability to multitask in a fast-paced environment Positive attitude with a strong sense of ownership and initiative The pay range for this role is $18.00 to $24.00. The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process. Primary Location: Ability to work fully onsite at posted location(s). 3455 South 344th Way Suite 300 Federal Way WA 98001 Our Benefits: We are proud to offer a competitive total rewards package including base wages and comprehensive benefits. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly. Our Commitment to Diversity: Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: . To Staffing and Recruiting Agencies: Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team. At Columbia Bank, we’re redefining what it means to bank and to build a career. As the West’s premier banking experience, we combine the strength and scale of a leading financial institution with the heart and mindset of a community bank. With more than 350 locations across eight states, we deliver relationship-based service backed by regional expertise and resources that help families and businesses thrive. Our culture is built on Do RIGHT, which means: Relationships: We create authentic connections with customers, colleagues, and communities. Impact: Every role here makes a meaningful difference in people’s lives and local economies. Growth: We invest in your success with career development, mentorship, and learning opportunities. Heart: We care deeply about doing what’s best for our customers and each other. Trust: Integrity and transparency guide everything we do. Why work for Columbia Bank? A strong, stable financial foundation with over $67 billion in assets and a diverse portfolio that supports flexibility and opportunity. A culture of belonging and purpose, where your ideas matter and your work has impact. Competitive benefits and flexibility designed to help you thrive personally and professionally. Community engagement that matters, from supporting local businesses to empowering youth through financial literacy initiatives. Ready to Do RIGHT for your career, your community, and your future? Explore opportunities and join Columbia Bank today.
