Senior Customer Support Representative - escalations (remote)

Ironwood Oak Banking Services is a community-focused bank in Seattle serving households and small businesses, and we need a Senior Customer Support Representative to lead our escalations. Most people here started in a branch and stayed. What you will do • Resolve billing and account issues, including fraud alerts, on the first contact when possible. • 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. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with fraud alerts. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Seattle. • Applications are reviewed on a rolling basis.