Customer Support Associate / Senior Associate - US Voice Process

Role & responsibilities

Job Title: Customer Support Associate / Senior Associate - US Voice Process
Experience: 4 to 8 Years
Process: US Banking Operations & Merchant Services
Shift: US Shift (Night Shift)

Job Summary :

We are looking for a highly motivated and customer-focused professional with 4-6 years of experience in US Customer Support Voice Process, possessing strong exposure to Banking Operations, Financial Services, Payment Processing, and Merchant Services. The candidate will be responsible for handling customer inquiries, resolving transaction-related issues, supporting merchant accounts, and delivering exceptional customer service while adhering to compliance and quality standards.

Key Responsibilities:

• Handle inbound and outbound customer interactions for US-based banking and merchant service clients.
• Assist customers with banking operations, account-related inquiries, transaction disputes, and payment processing issues.
• Support merchants with account maintenance, payment settlements, transaction authorizations, and processing-related concerns.
• Resolve customer concerns related to ACH payments, card transactions, chargebacks, refunds, and merchant onboarding.
• Investigate and troubleshoot transaction discrepancies, settlement issues, and payment exceptions.
• Ensure timely resolution of customer queries while maintaining high customer satisfaction levels.
• Maintain accurate documentation of customer interactions and resolutions in CRM systems.
• Adhere to banking regulations, compliance requirements, data security policies, and company procedures.
• Collaborate with internal teams such as Operations, Risk, Fraud, Compliance, and Technical Support for issue resolution.
• Meet and exceed key performance indicators (KPIs) including Quality, CSAT, Productivity, and SLA targets.

Required Skills & Qualifications

• 4-6 years of experience in International Voice Process / US Customer Support.

• Mandatory experience in at least one of the following domains:

• Banking Operations

• Financial Services

• Merchant Services

• Payment Processing

• Credit/Debit Card Operations

• FinTech Support

• Strong understanding of:

• Banking and Financial Products

• Merchant Acquiring

• Payment Gateways

• Transaction Processing

• Chargebacks and Disputes

• ACH and Card Payments

• Excellent verbal and written communication skills.

• Strong customer handling and conflict resolution skills.

• Ability to analyze transactions and identify root causes of issues.

• Experience working with CRM, ticketing, and banking support tools.

• Ability to work effectively in a fast-paced US customer support environment.

Preferred candidate profile