Customer Support Representative - billing questions (Richmond, VA)

Westbrook Oak Banking Services is a community-focused bank in Richmond serving households and small businesses, and we need a Customer Support Representative to lead our billing questions. 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 fraud alerts, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with fraud alerts. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.