Senior Customer Support Representative - new-customer onboarding (Oakland, CA)

Fernwood Timber Financial is a financial-services company in Oakland, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including loan applications, 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with loan applications. Working arrangement • Full-time, with a steady weekday schedule. • On site in Oakland. • We will tell you what to expect at each step of the hiring process.