Senior Customer Support Representative - billing questions (remote)

Fernwood Vale Financial serves customers across Houston with accounts, loans and payments, and we need a Senior Customer Support Representative to lead our billing questions. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loan applications, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 loan applications. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Houston. • We reply to every applicant.