Senior Customer Support Representative - phone and chat support (remote)

We are growing our team at Fernwood Beacon Financial and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loan applications, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with loan applications. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Fort Worth. • We will tell you what to expect at each step of the hiring process.