Customer support Executive - Payroll Process- Gurugram location

Mastermind Network; India; On-site; INR 450,000 - 650,000; Full time

Job summary

Mastermind Network is seeking a payments support specialist to guide customers through end-to-end money movement workflows, ensuring accuracy and timeliness. You will diagnose issues like failed payments and funding delays, own incidents from intake to resolution, and explain complex processes in plain language while upholding policy and risk controls.

With a focus on small business customers, you will recommend solutions across the ecosystem and help move cases toward resolution and value

Qualifications

Responsibilities

• Guide customers through end-to-end money movement workflows for payments and funding, including inflows and outflows, with accuracy and timeliness.
• Diagnose and resolve transactional issues such as failed payments, holds, disputes, funding delays, and bank connection issues.
• Explain how workflows connect across products (payments, deposits, reconciliation, loans funding).
• Own customer issues from intake to resolution; document hypotheses and actions when escalation is needed.
• Communicate clearly, explain policy but stay empathetic and offer next-best options.
• Build trust by identifying goals and constraints, de-escalating when needed, and using financial terminology.
• Follow policies, compliance, and risk controls in regulated money-movement scenarios.
• Stay current in a fast-changing environment, use resources to find accurate answers, move issues forward.
• Understand customer's small business operations, challenges, and goals.
• Recommend right solutions across the client ecosystem and reinforce value to close the sale.

Job description

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, chargebacks/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 confidence especially 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 judgement 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)