Senior Customer Support Representative - escalations (Grand Rapids, MI)

Westbrook Cross Banking Services Group is a community-focused bank in Grand Rapids serving households and small businesses. We are hiring a Senior Customer Support Representative to take on escalations. You would join a large organisation of more than 1,000 people based in Grand Rapids. What you will do • Resolve billing and account issues, including branch operations, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 • Experience with branch operations. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in Grand Rapids. • Applications are reviewed on a rolling basis.