Customer Care Executive - gurugram location - US shifts -F2F interview

Mastermind Network; New Delhi; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

Mastermind Network in Delhi is seeking a Customer Operations Specialist to guide customers through end-to-end money movement workflows for payments and funding, ensuring accuracy, timeliness, and customer confidence.

You will diagnose transactional issues, explain cross-product workflows, own customer issues end-to-end, and communicate clearly while upholding policy, risk, and compliance. This role requires proactive problem solving in a fast-changing payments landscape.

Aufgaben

• Guide customers through end-to-end money movement workflows for payments and funding, including inflows and outflows, with emphasis on accuracy, timeliness, and customer confidence.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, disputes, funding delays, bank connection issues, and reconciliation mismatches.
• Explain how workflows connect across products, e.g., deposits, posting, reconciliation, and funding reporting.
• Own customer issues from intake to resolution; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly.
• Communicate clearly and confidently, set expectations, explain the why in plain language, and uphold policy, risk, and compliance while offering options.
• Build trust quickly by identifying business goals, de-escalating when needed, and using appropriate financial and payments terminology.
• Follow policies, compliance requirements, and risk controls; apply sound judgment in regulated money-movement scenarios.
• Stay effective in a fast-changing environment by using resources to find accurate answers, keeping up with updates, and moving the issue forward.
• Gain understanding of the customer’s small business operations, challenges, and goals.
• Recommend the right solutions based on need across the client ecosystem and reinforce value during calls, including ecosystem attach.

Jobbeschreibung

Hi,

Greetings,

Responsibilities:

• Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, charge backs/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach.
• Help customers understand how workflows connect across products (for example: payments deposits bank posting reconciliation; loans funding repayment reporting).
• Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort.
• Communicate with clarity and confidenceespecially when sharing outcomes, the customer may not want to hear. Set expectations early, explain the “why” in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customer’s issue forward.
• Gain a thorough understanding of the customer’s small business operations, challenges, and goals
• Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)