CLIENT SERVICE ASSOCIATE / TRANSACTION DISPUTE SUPPORT @ ELYSIAN CONSULTING
The Client Service Associate / Transaction Dispute Support role involves serving as the primary point of contact for assigned merchant accounts across various communication channels including phone, email, and social media. You will be responsible for triaging and resolving client complaints end-to-end, ensuring that all issues are handled within established Service Level Agreements (SLAs). This position is vital for maintaining high levels of client satisfaction and operational efficiency in a fast-paced fintech environment. In addition to support duties, the successful candidate will guide the onboarding process for new merchants by collecting and verifying necessary documentation. You will also be tasked with building and maintaining lifecycle campaigns, transactional messages, and automated workflows. The role requires a strong understanding of payment processing and the ability to manage complex transaction disputes while working closely with internal teams to provide a seamless client experience.
Key Requirements
3 years customer service, client success, payments or operations experience (Fintech/payments preferred)
Basic understanding of payment processing and chargeback lifecycle
Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk) and Google Workspace
Ability to work minimum 6 days per week and be on-call for emergencies
Strong problem-solving and escalation skills
Excellent verbal and written communication skills across phone, email, and chat
Experience in merchant document collection and verification
Ability to coordinate with internal teams for onboarding and support
Skills in audience segmentation and event-based trigger creation
Proven track record of meeting and exceeding customer service SLAs