Customer Support Agent - Business Accounts (Internal)

Customer Support Agent

You are responsible for serving customers on the front line by answering their questions, providing information, and solving their problems. This is primarily a phone-based role, with key responsibilities including providing support to existing customers, liaising with appropriate internal stakeholders, and actioning administrative tasks.

RESPONSIBILITIES

• With a primary focus on payments and rewards-capable products and solutions, this role will be responsible for managing inbound and outbound customer calls and emails, as well as back-of-house administrative tasks.
• This role will support the successful rollout of new products and features to customers. This will involve ongoing learning and a willingness to take on new tasks and suggest improvements.
• Support nurturing the payments funnel, including business account, Tap to Pay, Pay By Card solutions and future payment products, by reviewing applications, following up with leads, and identifying opportunities to improve conversion through targeted outreach or feedback loops.
• Support customer onboarding by completing enhanced customer due diligence reviews, verifying customer identity and documentation, identifying and escalating fraud indicators, and making onboarding decisions within delegated authority frameworks.
• Provide clear email and phone follow-up to customers who have questions or concerns regarding their accounts, including onboarding, account queries, payment queries and disputes, and troubleshooting with the app or web portal.
• Build rapport with customers over the phone, provide accurate account information, understand customer problems, and deliver timely and effective solutions.
• Be responsible for triaging customer requests as needed, both internal teams and external vendors, and following up to ensure customer resolution.
• Manage customer escalations, ensuring high-priority matters are assessed promptly, appropriate actions are taken, and issues are resolved or escalated within required timeframes.
• Support the continuous maintenance of the knowledge base, including updating process documentation as required.

SKILLS, EXPERIENCE, KNOWLEDGE REQUIRED

• Previous experience in a customer service role within the Financial Services Industry.
• Phone-based experience, ideally B2B, with experience supporting small businesses preferred.
• Internal stakeholder management experience.
• High degree of professionalism and a problem-solving attitude.
• Strong verbal and written communication skills.
• Deals well with ambiguity; adapts to and embraces change.
• Strong attention to detail, time management, and organisation.
• Proactively seeks out feedback, demonstrates learning from mistakes, and has awareness of personal strengths, weaknesses, and opportunities.
• Familiar with operating within a CRM program, such as Salesforce or Zendesk.