Payment Support Agent

Relia Sourcing; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Relia Sourcing is seeking a detail-oriented Payment Support Agent to join our BPO team. You will assist customers with payment inquiries, process transactions, and ensure accurate information while upholding confidentiality.

The ideal candidate has strong communication skills, problem-solving abilities, and the capacity to handle sensitive financial information with professionalism. This role includes rotating shifts, weekends, and on-site work.

Qualifications

• High school diploma or equivalent
• Experience in a BPO or customer service role is preferred
• Excellent verbal and written communication skills

Responsibilities

• Handle payments-related inquiries via phone, email, chat, or other channels
• Assist customers with payment processing concerns and verification
• Review transactions to identify and resolve discrepancies
• Explain billing policies and procedures clearly
• Process refunds and other approved financial requests
• Escalate complex payment issues to the appropriate teams
• Document all interactions and resolutions in internal systems
• Follow data privacy and compliance requirements
• Meet performance targets for customer satisfaction, accuracy, quality and productivity

Skills

Communication skills

Attention to detail

Empathy

Multitasking

Computer literacy

Rotating shifts

Education

High school diploma or equivalent

Job description

We are looking for a detail-oriented and customer-focused Payment Support Agent to join our BPO team. The role involves assisting customers with payment-related concerns, processing inquiries, resolving billing issues, and providing accurate information while maintaining a high level of service quality. The ideal candidate has strong communication skills, problem-solving abilities, and the ability to handle sensitive financial information with professionalism and confidentiality.

Key Responsibilities

• Handle customer inquiries related to payments, billing, invoices, refunds, and account transactions through phone, email, chat, or other support channels.
• Assist customers with payment processing concerns, including failed transactions, declined payments, duplicate charges, and payment verification.
• Review customer accounts and transaction details to identify and resolve payment discrepancies.
• Provide clear explanations regarding billing policies, payment procedures, and account information.
• Process refunds, payment adjustments, and other approved financial requests according to company guidelines.
• Escalate complex payment issues to the appropriate teams for further investigation and resolution.
• Document all customer interactions, payment cases, and resolutions accurately in internal systems.
• Follow data privacy, security, and compliance requirements when handling customer financial information.
• Meet performance targets related to customer satisfaction, accuracy, quality, and productivity.

Qualifications

• High school diploma, college level, or equivalent work experience
• Previous experience in a BPO, customer service, banking, billing, or payment support role is preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to analyze transaction information.
• Ability to handle customer concerns professionally and empathetically.
• Comfortable using computers, customer support tools, and multiple applications.
• Willingness to work rotating shifts, weekends, holidays, and on-site work arrangement.

Preferred Skills

• Experience handling payment gateways, digital wallets, credit/debit card transactions, or billing platforms.
• Knowledge of fraud prevention and payment security practices.
• Strong problem-solving and decision-making skills.
• Ability to multitask in a fast-paced customer support environment.