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
Payroll processing workflows and payment delivery solutions for small businesses
Domain
Financial Services / Payroll
Deliverable
client delivery
Required skills
Payroll processing, Payment dispute resolution, Customer de-escalation, Financial terminology, Compliance adherence, Small business operations knowledge
Preferred skills
Sales, New customer acquisition, Ecosystem attach
Technologies
Customer-facing tools, Back-office workflows
Responsibilities
Diagnose and resolve payment, debit/withdrawal, and direct deposit issues; Guide customers through payroll setup and corrections; Communicate complex financial workflows in plain language; Document findings and escalate issues when necessary; Build trust by identifying business goals and constraints; Recommend solutions and complete sales during calls.
Seniority
Senior, hands-on IC