Job Description
- Job Description:
- Serve as the primary point of contact for client phone support and incoming support tickets.
- Respond to client inquiries with professionalism, empathy, and a strong sense of urgency.
- Investigate and resolve issues related to card declines, account access, transaction errors, and general troubleshooting.
- Monitor and review daily reports including fraud activity and card inventory.
- Escalate critical issues promptly to internal teams and follow through to resolution.
- Document client interactions and resolutions accurately in the support system.
- Collaborate with internal departments to ensure client satisfaction and issue resolution.
- Continuously look for ways to improve the client support experience.
- Operate within a green screen (terminal-based) environment to efficiently navigate account data, execute service commands, and resolve client inquiries related to commercial card programs.
- Requirements:
- 1–3 years of experience in customer support, preferably in fintech, banking, or SaaS; experience with commercial card programs is a plus.
- Previous call center experience is strongly preferred.
- Strong communication skills, both verbal and written.
- Ability to prioritize and respond quickly to urgent client issues.
- Comfortable working with support ticketing systems and phone support tools, especially Zendesk.
- Detail-oriented with strong organizational and reporting skills.
- Familiarity with commercial card programs, expense management, or financial operations is a plus.
- Benefits:
- Opportunity to grow within a fast-paced fintech environment
- Supportive team culture focused on client success and innovation
- Training and development opportunities
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