Senior Customer Support Representative - escalations (remote)

Stonegate Clear Banking Services is a regional lender in Reno with branches and a growing mobile service, 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 • 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 account openings, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with account openings. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Reno. • We will tell you what to expect at each step of the hiring process.