Customer Support Representative - phone and chat support (remote)

Fernwood Basin Banking Services provides everyday banking and small-business lending around San Jose, and we need a Customer Support Representative to lead our phone and chat support. We promote from within and train well. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including deposit accounts, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with deposit accounts. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Fully remote, with a monthly team day in San Jose. • We reply to every applicant.