Arbitration Specialist I

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

📋 Description

• Must embody the mission and values of TreviPay.

• Expected to meet or surpass departmental metrics, program Service Level Agreements (SLAs), and departmental Service Level Standards (SLSs).

• Proficient in de-escalating difficult customers, clients, or merchants while delivering outstanding customer service. Utilize sound judgment to direct escalated inquiries and unresolved matters to the appropriate team members (e.g., tier 2 or 3 or leadership).

• Act as the primary liaison for clients, merchants, and customers, offering timely, accurate, and comprehensive responses and resolutions to common inquiries and issues related to supported programs, systems, processes, and procedures.

• Provide constructive feedback and collaborate with team members or leadership to enhance processes, procedures, new implementations, and subsequent training and documentation.

• Embrace change and adjust positively to both internal and external modifications while also driving necessary changes.

• Committed to actively building relationships with internal and external stakeholders to ensure an excellent customer experience, leading to increased program usage.

• Demonstrate initiative by proactively reaching out to customers and merchants to resolve issues (e.g., rejections, disputes, authorizations, technical requirements, potential account concerns, etc.).

• Complete assigned learning tasks before deadlines while actively participating in learning sessions.

• Perform additional duties as assigned by leadership.

⛳️ Requirements

• At least two years of experience in customer support with a significant volume of inbound calls.

• Highly motivated and enthusiastic with a strong desire to excel in Customer Success.

• Well-organized and self-reliant, requiring moderate supervision and able to summarize completed tasks for leaders.

• Competent in managing challenging customer situations effectively.

• Open to coaching and capable of enhancing performance based on feedback.

• Proficient in Outlook, Word, and Excel.

• Able to work both independently and as part of a team.

• Consistently meet expectations in a dynamic environment.

• Professional written and verbal communication skills.

• Bilingual - Fluent in both Spanish and English (written and verbal).

🏝️ Benefits

• Join a friendly and supportive company where teamwork is essential.

• Collaborate with skilled individuals who are invested in your success and growth.

• Enjoy remote work as the new normal, alongside flexible work options and paid holidays.

• Receive a competitive salary with a comprehensive benefits package starting from day one.

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

• Access career development opportunities.

• Benefit from an open-door policy that ensures your voice is always heard.

• Participate in a robust Employee Referral program.