Senior Customer Support Representative - escalations (remote)

Bright Cedar Banking Services is a regional lender in Raleigh with branches and a growing mobile service, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including card disputes, on the first contact when possible. • 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. 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 card disputes. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • Remote-friendly, with a monthly team day in Raleigh. • We will tell you what to expect at each step of the hiring process.