Job Description
Inviting applications for the role of Process Associate - Customer Service
You are tasked with managing customer payments to various service providers across the United States through Web and IVR channels. The objective is to deliver accurate, timely, and secure payment transactions in full compliance with regulatory and quality standards.
Responsibilities
Execute payment transactions through Phone, Web platforms and IVR systems
Ensure precise entry of customer account details, payment amounts, and virtual card information
Oversee system operations by accessing client dashboards and maintaining comprehensive payment records
Maintain thorough documentation while strictly adhering to quality assurance and compliance standards
Collaborate with internal teams to ensure smooth resolution of customer concerns
Identify recurring issues and suggest process improvements to enhance customer experience
Meet or exceed performance metrics such as Payment per hour/day, success rate, and call quality scores
Minimum Qualifications
Bachelor's degree in any field
Relevant experience in US Industry
Demonstrates keen attention to detail and consistently adheres to structured processes
Possesses foundational technical skills in remote desktop applications and web navigation
Has exposure to payment systems and IVR workflows, with training available to strengthen expertise
Communicate effectively when reporting issues and work collaboratively with team leaders and managers
Thrives in dynamic, fast-paced environments while efficiently handling multiple tasks at once
Preferred Qualifications/ Skills
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Judgment
Adaptability
Teamwork