Customer Support Representative - escalations (remote)

Ironwood Wren Banking Services is a regional lender in Buffalo with branches and a growing mobile service. We are hiring a Customer Support Representative to take on escalations. You would join a large organisation of about 468 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including fraud alerts, 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 • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with fraud alerts. • Bilingual English and Spanish. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • Remote-friendly, with an occasional day on site in Buffalo. • Applications are reviewed on a rolling basis.