White-Glove FinTech Support Specialist

Bill Gosling Outsourcing; Hampton (VA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team culture

Diversity & inclusion

Fun workplace

Modern offices

Meaningful work

Job summary

Bill Gosling Outsourcing in Hampton, Virginia seeks a Prime Advocate to deliver white-glove support to premium fintech members. You will handle payments, disputes, and account access via voice, chat, and email.

You’ll own cases end-to-end, explain decisions clearly, and balance urgency with account protection. Collaboration with policies and risk controls is essential.

The role requires empathy, clear communication, and the ability to work onsite, with rotating shifts including weekends.

Qualifications

• At least 1 year in customer-facing roles with time-pressure decisions.
• High school diploma or equivalent.
• Strong spoken and written English.
• Sound judgment with attention to detail.
• Empathy in supporting distressed customers.
• Ability to navigate multiple systems while handling interactions.
• Availability for rotating shifts including weekends and overnights.
• Onsite work in Hampton, Virginia.

Responsibilities

• Provide personalized support across voice, chat and email.
• Own cases from start to finish, resolving in one interaction when possible.
• Assist with payments, disputes, account restrictions, suspensions and closures.
• Explain decisions and case status clearly, even in sensitive conversations.
• Recognize signs of fraud and perform identity checks.
• Evaluate urgency and risk; escalate when needed.
• Apply authorised exceptions or courtesy credits within policies.
• Maintain accurate case notes and meet quality standards.
• Build product knowledge; adapt as policies evolve.
• Share recurring issues to improve processes and experience.

Skills

Customer service

English proficiency

Decision making under pressure

Empathy

Attention to detail

Systems navigation

Shift flexibility

Onsite Virginia work

Education

High school diploma or equivalent

Job description

Bill Gosling Outsourcing in Hampton, Virginia seeks a Prime Advocate to deliver white-glove support to premium fintech members. You will handle payments, disputes, and account access via voice, chat, and email.

You’ll own cases end-to-end, explain decisions clearly, and balance urgency with account protection. Collaboration with policies and risk controls is essential.

The role requires empathy, clear communication, and the ability to work onsite, with rotating shifts including weekends.