Arbitration Specialist I

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Embody the Mission and Values of TreviPay.

• Achieve or surpass departmental metrics, program SLAs, and departmental SLSs.

• Effectively de-escalate difficult situations with customers, clients, or merchants.

• Direct escalated inquiries and unresolved matters to tier 2, tier 3, or management.

• Act as the primary liaison for clients, merchants, and customers.

• Deliver prompt, precise, and thorough responses and solutions to common inquiries and concerns.

• Collaborate to enhance processes, procedures, implementations, training, and documentation.

• Adapt positively to both internal and external changes and facilitate change as required.

• Cultivate relationships with internal and external stakeholders to ensure an outstanding customer experience.

• Proactively reach out to customers and merchants regarding rejections, disputes, authorizations, technical needs, and potential account issues.

• Complete designated training and engage in learning sessions.

• Execute additional responsibilities assigned by management.

⛳️ Requirements

• Relevant customer support experience or a comparable mix of education and experience.

• At least two years of customer support experience dealing with a high volume of inbound calls.

• Proficient in Outlook, Word, and Excel.

• Capable of adeptly managing challenging customer interactions.

• Ability to thrive in both team-based and independent work settings.

• Consistently meet expectations in a rapidly changing environment.

• Strong professional written and verbal communication skills.

• Fluent in both Spanish and English, with proficiency in writing and speaking.

• Well-organized and self-reliant, requiring moderate supervision.

• Ability to enhance performance based on constructive feedback.

🏝️ Benefits

• Remote work with flexible working options.

• Paid holidays.

• Competitive salary.

• Comprehensive benefits package from day one.

• Opportunities for career development.

• Employee Referral program.

• A friendly, caring, collaborative, and supportive work environment.

• Flexible work/life balance.

• Open-door policy.

• A fun environment that encourages creative thinking and a positive mindset.