Financial Support Specialist I - Bilingual (Call Center)

Payroc; San Juan (PR); On-site; USD 38,000 - 48,000; Full time

Job summary

Payroc is seeking a Specialist I, Financial Support (Call Center) to join our Customer Success Department in Puerto Rico. This role serves as the primary contact for merchants requiring technical and financial support, delivering a “white-glove” experience with frontline financial assistance and troubleshooting to ensure smooth transactions.

The ideal candidate is highly organized, proactive, and committed to excellence in customer service, with bilingual English/Spanish proficiency and a

Qualifications

• Experience in customer service and/or a call center environment.
• Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
• Strong organizational and time management skills.
• Effective problem-solving and analytical thinking abilities.
• Self-motivated, detail-oriented, and 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.
• Organize and prioritize multiple work assignments while maintaining accuracy.
• Adapt to evolving business needs and workflows efficiently.
• Ensure compliance with security protocols to safeguard merchant transactions.
• Perform other related duties as assigned.

Skills

Bilingual: English & Spanish

Customer service

Call center experience

Organizational skills

Problem-solving

Job description

Payroc is seeking a Specialist I, Financial Support (Call Center) to join our Customer Success Department in Puerto Rico. This role serves as the primary contact for merchants requiring technical and financial support, delivering a “white-glove” experience with frontline financial assistance and troubleshooting to ensure smooth transactions.

The ideal candidate is highly organized, proactive, and committed to excellence in customer service, with bilingual English/Spanish proficiency and a