F2F interview-Customer Care(Payments/Money)-International BPO-Gurgaon-

Mastermind Network; Gurugram District; Presencial; INR 450 000 - 650 000; Tempo integral

Resumo da oferta

Mastermind Network is seeking a customer-transaction specialist to guide customers through end-to-end money-movement workflows, ensuring accuracy and timeliness of payments and funding.

You will diagnose issues, own cases from intake to resolution, explain outcomes clearly while upholding policy and compliance, and stay adaptable to a fast-changing environment while building trust with small business customers.

Responsabilidades

• Guide customers through end-to-end money movement workflows for payments and funding with accuracy and timeliness.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, disputes, funding delays, and bank issues.
• Explain how workflows connect across products (payments deposits bank posting reconciliation; loans funding reporting).
• Own customer issues from intake to resolution; escalate with documented hypotheses and actions taken and customer impact.
• Communicate outcomes clearly, set expectations, and balance policy with empathy and other options.
• Build trust by identifying goals, de-escalating when needed, and using appropriate financial terminology.
• Follow policies, compliance requirements, and risk controls in regulated money-movement scenarios.
• Stay effective in a fast-changing environment by using resources to find accurate answers and move the issue forward.
• Gain a thorough understanding of the customer’s small business operations, challenges, and goals.

Descrição da oferta de emprego

Role & responsibilities

Shifts: Night Shifts

• 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 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