Job description

We are looking for a self-motivated and ambitious Customer Resolution Associate to join our team in Las Vegas, Nevada. In this role, you will be responsible for managing various escalated cases, including but not limited to disputes of customer payments and accounts, financial hardship requests, and account cancellations or adjustments. You will interact via email, phone, and/or chat. This will be an hourly position that requires schedule flexibility of possible nights and/or weekends.

Role Responsibilities:

• Payment processing, calculation of payoffs and overpayments, processing refunds via card or check, and managing returned payments.
• Owning customer escalation cases from start to finish, including frequent merchant and customer communication.
• Efficiently finding solutions and options for customer complaints under a deadline.
• Working closely with merchants to ensure efficiency of cancellations and adjustments.
• Managing calls, emails, and chats in a timely manner for customers, partners, and any other escalated call center inquiries.
• Aiding customers experiencing financial hardship through offering and applying programs to their

accounts.

• Maintaining Sunbit's excellent customer satisfaction standards by providing accurate, valid, and complete information using the right systems and tools.
• Resolving product or service issues by clarifying the complaint, determining the cause and solution, expediting correction or adjustment, and following up to ensure resolution.
• Following communication procedures, guidelines, and policies.

Experience Requirements:

• Excellent email and phone etiquette
• Strong ability to communicate with confidence, integrity, and compassion via all channels
• Patience, problem-solving, and critical thinking skills
• Ability to gauge, adapt and respond to different types of characters
• Call Center experience (both B2B and B2C experience is a bonus)
• Desire to work in a fast paced, high growth environment
• Basic technical troubleshooting skills
• Excellent verbal and written communication skills
• Strong attention to detail and ability to switch gears quickly and manage time

Core Competencies for Success in Role

• Serve others before self
• Servant leader mindset – take care of stakeholders, team members, and customers that demonstrate they are important
• Own the impact
• Data driven mindset, ability to utilize data to drive strategy
• Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely
• Build and maintain strong working relationships with both internal teams and collaborative teams
• Act fast
• Thrive in a fast-paced environment while maintaining a high level of proficiency
• Include always
• Communicate well verbally and in writing, demonstrating leadership and strategic thinking
• Develop and mentor team members
• Innovate for good
• Establish scalable fraud preventions strategies by applying best practices and innovations of risk management including but not limited to new fraud tools and ability to train managers and team members fraud analysis

Pay: $19/hr

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