Customer Support Representative - escalations (remote)

Fernwood Umber Banking Services is a community-focused bank in New Orleans serving households and small businesses, and we need a Customer Support Representative to lead our escalations. Most people here started in a branch and stayed. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including card disputes, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with card disputes. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in New Orleans. • We reply to every applicant.