Leasing Support & Customer Care Specialist

Columbia Bank; Federal Way (WA); On-site; USD 25,000 - 33,000; Full time

Job summary

Columbia Bank is seeking a Customer Support Representative in Washington to professionally manage inbound calls and written inquiries, ensuring prompt, accurate responses and coordination with internal teams.

You will resolve customer issues, support lease-related questions (buyouts, invoicing, taxes, contract changes), and maintain thorough records in company systems while upholding SLAs and a customer-first mindset.

Qualifications

• 2+ years in customer service or call center in a high-volume, multi-channel environment.
• 1+ year handling issue resolution, troubleshooting, and escalations within SLAs/policies.
• Experience in equipment, consumer, or commercial leasing operations is a plus.
• 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.

Responsibilities

• Serve as the primary contact for customers, vendors, brokers, and internal teams.
• Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments.
• Provide support on lease-related inquiries including buyouts, invoicing, taxes, contract changes, and payment history requests.
• Handle escalations and de-escalate complex customer situations while adhering to SLAs.
• 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.

Skills

Customer service

Call center

Issue resolution

Active listening

Communication

Time management

Multitasking

De-escalation

Empathy

Education

High school diploma or equivalent

Job description

Columbia Bank is seeking a Customer Support Representative in Washington to professionally manage inbound calls and written inquiries, ensuring prompt, accurate responses and coordination with internal teams.

You will resolve customer issues, support lease-related questions (buyouts, invoicing, taxes, contract changes), and maintain thorough records in company systems while upholding SLAs and a customer-first mindset.