Senior Customer Support Representative - escalations (remote)

Westbrook Harbor Banking Services is a regional lender in Fresno with branches and a growing mobile service, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 189 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including account openings, on the first contact when possible. • 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 • Bilingual English and Spanish. • Experience with account openings. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Fresno. • We will tell you what to expect at each step of the hiring process.