Customer Support Specialist

14 hours ago

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Brightwell

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Prepaid Program Management • Payroll • Finance • FinTech • Cruise

51 - 200

Description

• Take responsibility for the resolution of customer needs via email and phone communication. • Serve as an escalation point and liaison between cardholders and the Manager of Customer Support for the product, production, and other miscellaneous issues. • Maintain a list of current issues/enhancements until resolution; participate in as-needed status meetings with clients and stakeholders. • Monitor the outstanding support issues for the card issuing bank, ensuring timeliness and accuracy. • Analyze outstanding issues and trends to troubleshoot problems and avoid the recurrence of these. • Inform the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to completion. • Support day-to-day cardholder maintenance and requests. • Take on additional tasks and projects, as assigned.

Requirements

• Mastery of the English language, both spoken and written. • Proficiency in Microsoft Office (including PowerPoint and Outlook). • Excellent analytical problem-solving skills. • Excellent written and spoken communication in English. • High level of attention to detail. • Outstanding customer service skills. • Visa and/or MasterCard regulation knowledge • Banking or financial services experience • Knowledge of international wire transfers • Debit, credit, or prepaid card experience • Experience supporting user-facing software • Experience working with ZenDesk