Payment Escalations Support Agent

Straive is a global leader in enterprise-grade data analytics and AI solutions, committed to empowering businesses across various industries with cutting-edge technology and expert insights. Backed by EQT, a top private equity firm, we are uniquely positioned to drive innovation through significant investments and an entrepreneurial spirit.Our core focus is on delivering advanced Data Analytics & AI Solutions. By combining sophisticated technology with subject matter expertise, we deliver material impact on our clients' topline and streamline their operations. We specialize in providing tailored solutions across financial services, CPG, legal, pharma, life sciences, retail and logistics, helping them build robust data analytics and AI capabilities.With a client base spanning 30 countries, Straive's strategically located teams operate from eight countries and is headquartered in Singapore. This global presence enables us to offer localized expertise with a worldwide perspective.Join Straive to be part of a dynamic team at the forefront of data analytics and AI innovation. Here, you'll have the opportunity to contribute to transformative projects, supported by significant investments and an entrepreneurial drive fueled by our partnership with EQT.Job role: Payment Escalations Support AgentLocation: Madison, WI (Onsite)Type: FTEJob Summary:The Payments Escalations Support Agent plays a vital role in managing and resolvingescalated issues from our User Operations teams related to payment interruptions,encompassing both risk and non-risk related concerns. The agent will assess, investigate,and resolve escalated matters efficiently, liaising between multiple departments andensuring user satisfaction and compliance. This role demands a profound understandingof payment processes, problem-solving skills, and a strong user-centric approach.Key Responsibilities:i. Manage and Resolve Escalations: Promptly address, investigate, and resolveescalations from User Ops teams regarding payment interruptions, ensuring optimaluser satisfaction.ii. Liaison Between Departments: Act as a bridge between User Operations, RiskManagement, and other relevant departments to resolve escalated issues seamlessly.iii. Compliance and Risk Assessment: Evaluate escalations in accordance withcompliance standards and assess associated risks, implementing mitigationstrategies where necessary.iv. Maintain Detailed Records: Document all escalations and resolutions meticulously,maintaining accurate records to aid in analysis and continuous improvement.v. User Communication and Support: Provide clear, concise, and supportivecommunication to users regarding escalations, ensuring their concerns are addressedand resolved satisfactorily.vi. Continuous Improvement: Regularly analyze escalation trends and providefeedback and suggestions for process improvement to prevent recurring issues.Qualifications:Education: High School Diploma or equivalent; a Bachelor's degree in a related fieldis preferred.Experience: At least one year of experience in payment support or a related role, witha focus on handling escalated issues; experience in a BPO setting is advantageous.Skills:- Excellent problem-solving and decision-making skills.- Strong interpersonal and communication skills.- Deep understanding of payment systems and associated risk factors.- Ability to liaise effectively between multiple departments.- Detail-oriented with strong organizational skills.This job description is not intended to cover or contain a comprehensive listing of all responsibilities, duties, or activities that are required. Responsibilities, duties, andor activities may change, or new ones may be added at any time with or without notice. If you are a motivated professional with a passion for delivering impactful solutions, we'd love to hear from you. Apply today to be part of a dynamic and forward-thinking team at Straive. "Straive is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriagecivil partnership, pregnancymaternity, or sexual orientation.We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone."

Created: 2025-02-21