[Hiring] Bilingual Business Operations Associate @Koalafi

Role Description

We are in search of a Business Operations Associate to assist in providing exceptional customer service to our rapidly growing customer base. This associate will have the unique opportunity to grow alongside the company and help shape the future direction. This associate will be responsible for providing exceptional operations support and customer service by fielding inbound requests through non-phone channels including email, direct mail, faxes, and internal tickets.

• Provide superior customer and operational support, through email, direct mail, faxes, and internal tickets
• Resolve inbound requests and issues independently and escalate as needed
• Handle disputes, chargebacks, and other account-level issues
• Post payments received through direct mail with exceptional accuracy and efficiency
• Conduct QA of customer service phone calls as needed
• Adhere to regulatory and compliance timelines
• Follow established processes with precision, while remaining proactive in identifying opportunities for improvement
• Be flexible to perform a number of different tasks as needed

Qualifications

• 2+ years of relevant experience in financial services, billing, or fraud investigations
• Comfortable performing routine or repetitive tasks, with a strong commitment to quality, accuracy, and consistency
• Excellent problem solving, math, computer, and keyboarding skills, including proficiency in Microsoft Suite
• Excellent verbal and written communication skills
• Attention to detail and excellent organizational skills
• Strong interpersonal and active listening skills
• Proficiency with the Microsoft Office Suite (Excel/Word)
• Experience using professional communication and collaboration tools such as Slack, Zoom, or similar platforms
• Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
• Proven ability to work autonomously in a remote setting, adapt quickly to new information, effectively manage a high-volume workload, and exercise sound judgment in knowing when to seek guidance
• Strong Spanish language skills, including the ability to speak fluently and communicate clearly in professional settings
• Proficiency in reading and writing in Spanish, with accuracy in grammar, vocabulary, and comprehension
• Ability to effectively use Spanish in both verbal and written communications to perform essential job duties

Requirements

• Bachelor’s degree or equivalent experience
• You have a reliable internet connection and a quiet, private workspace where you can take calls and Zoom meetings without distraction and discuss sensitive customer/merchant details
• Location: This remote position is available to candidates who reside and perform work in the following states: AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, WA.

Benefits

• Comprehensive medical, dental, and vision coverage
• 20 PTO days + 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement
• Commuter assistance
• Parental leave (maternal + paternal)
• Inclusion and Associate Engagement Programs