Payments Support Associate
New
E
EverCommerceFintech / SaaS
United States, Monday - Friday 7am to 4pm Mountain TimeFull-Time
Salary19 - 21 USD per hour
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Job Details
- Required Skills
- CRMCustomer support
Requirements
- Previous experience in customer support, preferably in financial services, B2B payments, banking, or fintech.
- Ability to effectively de-escalate calls and provide solutions that reduce churn and enhance customer satisfaction.
- Comfortable working with CRM systems, payment gateways, and merchant account platforms.
- Strong verbal and written communication skills, with the ability to explain technical payment processing concepts in an accessible way.
- Adaptability to fast-paced, high-volume environments while managing multiple tasks efficiently.
- Ability to quickly identify, troubleshoot, and resolve payment-related issues.
- Strong critical thinking and analytical skills with a focus on finding solutions.
- Ability to handle sensitive financial information with discretion and professionalism.
Responsibilities
- Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using our payment processing solutions.
- Proactively identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored solutions to prevent cancellations and improve retention.
- Troubleshoot and resolve payment-related issues, including transaction failures, funding delays, chargebacks, fraud alerts, and account changes.
- Guide businesses through onboarding, platform navigation, and advanced account features to help them maximize the value of our B2B payment processing solutions.
- Educate merchants on payment processing best practices, PCI compliance, and fraud prevention measures to enhance account security.
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM system.
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