Call Center Financial Support Specialist - Bilingual

Payroc; San Juan (PR); On-site; USD 36,000 - 48,000; Full time

Job summary

Payroc’s Specialist I, Financial Support (Call Center) is part of the Customer Success team and serves as the primary contact for merchants needing frontline financial support. You will assist with payment processing, troubleshooting, and ensuring smooth transactions, delivering a white-glove service.

The role requires bilingual English/Spanish communication, strong organization, and proactive problem-solving to support merchant accounts and ensure secure processing in a fast-paced environment.

Qualifications

• Background in customer service and/or a call center environment.
• Bilingual proficiency in English and Spanish (written and verbal).
• Strong organizational and time management skills.
• Effective problem-solving and analytical thinking abilities.
• Self-motivated, detail-oriented, team player with strong interpersonal skills.
• Adaptability, flexibility, and resourcefulness to handle shifting demands.
• Ability to work with diverse individuals and businesses.
• Willingness to learn new skills and stay updated in a fast-paced industry.

Responsibilities

• Merchant Support: Support our merchants with account setup, financial inquiries, and bank account reconciliations.
• Effectively manage a queue of incoming tickets and calls on a day-to-day basis, including follow-ups in a timely fashion.
• Assists in the resolution for point-of-sale product issues and basic troubleshooting.
• Guide customers in understanding and using the platform effectively.
• Maintain accurate records of merchant interactions and follow up on outstanding issues.
• Establish and maintain relationships with merchants and ensure merchant processing is reliable and secure.

Job description

Payroc’s Specialist I, Financial Support (Call Center) is part of the Customer Success team and serves as the primary contact for merchants needing frontline financial support. You will assist with payment processing, troubleshooting, and ensuring smooth transactions, delivering a white-glove service.

The role requires bilingual English/Spanish communication, strong organization, and proactive problem-solving to support merchant accounts and ensure secure processing in a fast-paced environment.