Senior Customer Support Representative - phone and chat support (Boise, ID)

Fernwood Rowan Banking Services Group is a community-focused bank in Boise serving households and small businesses. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a large organisation of more than 1,000 people based in Boise. What you will do • Resolve billing and account issues, including loan files, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 files. Working arrangement • Full-time, with a steady weekday schedule. • On site in Boise. • We will tell you what to expect at each step of the hiring process.