Senior Customer Support Representative - escalations (Las Vegas, NV)

Fernwood Cedar Banking Services is looking for a Senior Customer Support Representative. The job centres on escalations for fraud alerts, and it would suit someone who likes steady, practical work. We keep decisions close to customers and expect people to explain things plainly. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • 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 fraud alerts, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with fraud alerts. Working arrangement • Full-time, with a steady weekday schedule. • On site in Las Vegas, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.