[Hiring] Arbitration Specialist I @TreviPay

Role Description

• Must exemplify TreviPay Mission and Values.
• Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
• Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer service.
• Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
• Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
• Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
• Welcome change and adapt positively to internal and external changes as well as driving change as needed.
• Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
• Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
• Complete assigned learning before the due date while actively participating in learning sessions.
• Perform other duties as assigned by leadership.

Qualifications

• Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
• Minimum two years of customer support experience with heavy inbound call volume.
• Motivated and enthusiastic with a desire to be in Customer Success.
• Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
• Ability to skillfully manage challenging customer situations.
• Coachable with ability to improve performance based on feedback.
• Proficient with Outlook, Word, and Excel.
• Ability to work in a team and independent environment.
• Ability to consistently meet expectations in an ever-changing environment.
• Professional written and verbal communication skills.
• Bilingual - Fluent Spanish & English (Written & Verbal).

Core Competencies

• Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others.
• Active Listening
• Authentic
• Change Agent
• Confidence
• Display Mindfulness
• Embrace Empathy
• Flexible
• Forward Thinking (Critical, Analytical, Creative)
• Helpful
• Highly Responsive
• Positive Attitude
• Positive Body Language
• Resourceful
• Team Mindset
• Tone of Voice
• Trustworthy

Benefits

• Work in a friendly and caring company where teamwork is key.
• Work with skilled people that are invested in your success and growth.
• Remote working is the new normal with flexible work options and paid holidays.
• Competitive salary with a comprehensive benefits package starting day one.
• Work in a fun environment that promotes creative thinking and a positive attitude.
• Career development opportunities.
• An open-door policy which means your voice will always be heard.
• A robust Employee Referral program.