Sr. Associate - Customer Care - Voice 5B
Core
Guide small business customers through payroll setup, payment issues, and funding workflows while resolving disputes and ensuring funds move correctly.
Role type
Senior Customer Care Associate (Voice)
Builds
Customer trust and resolution for payroll funding issues
Domain
Financial Services / Payroll
Deliverable
client delivery
Required skills
Payroll processing, Payment troubleshooting, Customer de-escalation, Financial terminology, Compliance adherence, Sales
Preferred skills
Data Analytics, Fraud detection, Technical support
Responsibilities
Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks; Diagnose and resolve payment, debit/withdrawal, and direct deposit issues; Communicate complex workflow connections in plain language; Own issues from intake to resolution; Build trust by identifying business goals and de-escalating conflicts; Follow policies and risk controls in regulated money-movement scenarios; Recommend solutions and complete sales during calls.
