Senior Customer Support Representative - billing questions (remote)

Fernwood Basin Banking Services is a community-focused bank in San Jose serving households and small businesses. We are hiring a Senior Customer Support Representative to take on billing questions. You would join a small organisation of about 141 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including branch operations, on the first contact when possible. 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 • Experience with branch operations. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in San Jose. • We reply to every applicant.