Billing / Banking Support

Support Agent – Transactions, Billing & Customer Support

Job Summary:
As a Support Agent specializing in transactions, billing, and banking support, you’ll provide top-notch customer service by assisting clients with payment-related inquiries, account reviews, and transaction troubleshooting. Your role will involve ensuring smooth resolutions while addressing any outstanding issues professionally and efficiently. By leveraging ticketing systems and collaborating with internal teams, you’ll play a vital role in maintaining customer satisfaction and ensuring accurate, timely solutions.

Key Responsibilities:

Customer Support:
• Respond promptly to client inquiries about transactions, payments, billing processes, and account-related concerns.
• Offer clear, step-by-step solutions to resolve issues while maintaining a friendly and professional tone.
• Communicate effectively through multiple channels, including email, chat, and phone, to ensure a seamless customer experience.

Account & Billing Review:
• Analyze and address discrepancies in billing and payment records, working proactively to resolve outstanding account issues.
• Collaborate with internal teams, such as finance and operations, to manage and resolve account adjustments or inquiries.
• Follow up on unresolved matters to ensure timely resolution and maintain accurate billing records.

Ticket Management:
• Use ticketing systems to manage, track, and resolve customer requests efficiently.
• Prioritize and handle multiple tickets at once, ensuring adherence to service-level agreements .
• Document customer interactions and solutions clearly to create a reliable support history.

Issue Resolution & Escalation:
• Investigate complex transaction concerns, including payment processing and account discrepancies.
• Escalate unresolved or critical cases to the appropriate teams while ensuring the customer remains informed throughout the process.

Documentation & Reporting:
• Maintain detailed records of all interactions, including issue descriptions, troubleshooting steps, and outcomes.
• Prepare reports on recurring billing or transaction issues to help improve internal processes and customer experience.

Process Improvement:
• Identify patterns or recurring issues in transaction and billing-related queries and recommend enhancements to existing workflows.
• Collaborate with team leads to implement strategies for improved customer support and account management.

Key Skills and Qualifications: • Customer Support Experience: Proven success in a customer service role, with a focus on resolving transaction and billing concerns. • Billing & Payment Knowledge: Familiarity with payment gateways, billing systems, and financial reconciliation processes. • Technical Proficiency: Hands-on experience with ticketing systems or help desk tools, as well as basic knowledge of banking or online transaction platforms. • Communication Skills: Exceptional verbal and written skills to build trust and rapport with clients. • Problem-Solving Abilities: Analytical mindset to troubleshoot issues effectively and ensure smooth resolutions. • Attention to Detail: Ability to handle sensitive data with accuracy and urgency while maintaining meticulous records.

Preferred Qualifications: • Knowledge of banking and billing compliance regulations. • Familiarity with help desk automation, reporting tools, and payment processing software. • Experience in financial environments, such as banking or payment processing centers.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Expected hours: 40 per week

Schedule:
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekends as needed

Experience:
• Microsoft Excel: 1 year (Preferred)
• Banking: 2 years (Preferred)

Work Location: Remote

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