Customer Support Representative - escalations (remote)

Cedar Fern Banking Services is looking for a Customer Support Representative. The job centres on escalations for loan files, and it would suit someone who likes steady, practical work. We keep decisions close to customers and expect people to explain things plainly. 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 loan files, on the first contact when possible. • Escalate complex cases with all details attached. 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 loan files. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Honolulu. • We reply to every applicant.