Sr. Associate - Customer Care - Voice 5B
Core
Guide customers through end-to-end money movement workflows for payments and funding, diagnose and resolve transactional issues, and build trust by explaining complex financial processes in plain language.
Role type
Senior Customer Care Voice Associate (Payments)
Builds
Customer confidence and resolution for payment transactions
Domain
Banking / Financial Services / Payments
Deliverable
client delivery
Required skills
Payments processing, Transaction dispute resolution, Fraud detection, Customer de-escalation, Financial terminology, Regulatory compliance
Preferred skills
Small business operations knowledge, Sales cross-selling
Technologies
Payment systems, Banking platforms
Responsibilities
Guide customers through receiving and sending money workflows; Diagnose and resolve failed payments, holds, chargebacks, and funding delays; Communicate complex financial outcomes with clarity and empathy; Document hypotheses and actions for escalations; Identify business goals to recommend solutions and complete sales during calls.
Seniority
Senior, hands-on IC