Customer Support Representative - escalations (Fresno, CA)

Westbrook Harbor Banking Services is a community-focused bank in Fresno serving households and small businesses, and we need a Customer Support Representative to lead our escalations. We keep decisions close to customers and expect people to explain things plainly. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including branch operations, 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. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with branch operations. Working arrangement • Full-time, on a regular day shift. • On site in Fresno. • We will tell you what to expect at each step of the hiring process.