Sr. Customer Service Analyst-Payment Processing

About the Opportunity:

The organization is seeking a Sr Customer Service Analyst to serve as the primary point of contact for external customer inquiries and incidents, specializing in payment processing support. This role involves phone-based assistance in a high-volume environment, incident management, and supporting team members with advanced technical issues.

Responsibilities:

• Address external customer inquiries by answering questions, evaluating, and researching issues.

• Perform incident isolation, resolution, and follow-up.

• Work primarily in a high-volume call queue.

• Create, update, and manage service request tickets to ensure timely and accurate resolution in alignment with service level agreements.

• Coordinate with operational and programming teams for issue escalation.

• Troubleshoot and resolve advanced complex payment processing problems.

• Manage the lifecycle of external customer incidents.

• Maintain customer contact throughout incident lifecycle, communicating status and resolution.

• Gather and document incident details in the tracking system.

• Escalate unresolved incidents.

• Provide subject matter expertise to Analyst I and partners.

• Assist with special projects and ad-hoc assignments.

• Serve as a point of contact during software release periods.

• Identify and document software release related issues.

Requirements:

• Bachelor’s degree in business management, finance, fintech, or related field.

• 3-5 years’ experience in client or customer support roles with payment processing focus.

• Experience working in high-volume help desk phone and e-ticket queues, including live chat.

• Experience supporting global customers.

• Ability to interpret and translate technical terminology.

• Ability to align support efforts with business goals.

• Adaptability to changes in product, technology, healthcare, and payments landscape.

• Proven knowledge and success with issue management.

• Experience managing issues of significant customer impact with teams across organizations.

• Strong written and verbal communication skills.

• Proficient in English in a business environment.

Compensation:

• Position pay range: $24.62-$39.40. Actual salaries will vary based on factors including but not limited to geographical location and experience.

• This role is eligible for a bonus opportunity.

Benefits & Perks:

• Work from home.

• Employee belonging groups.

• Healthcare: Dental, medical, and vision.

• Paid vacation, volunteer, and holiday time off.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.