Operations Associate

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

📋 Description

• Serve as the primary point of contact for all inquiries (both via email and phone) in French and English concerning: Credit and Underwriting operations, which include customer service assistance for providing credit limits, requests for increases, and status updates.

• Engage in customer service activities that encompass support for disputes, account modifications, merchant reimbursements, and web/portal functionalities, along with customer service assistance for authorizations, billing management, and invoice processing.

• Oversee cash application and accounts receivable (A/R) management tasks, which involve manual cash application, customer service support for invoice provision, end-user guidance for payment processing via the portal, and research.

• Facilitate effective communication with customers through inbound and outbound calls and emails.

• Address customer inquiries, recognize customer needs, and propose solutions and alternative options.

• Collaborate with various departments and teams to deliver optimal and prompt customer support.

• Receive, update, and/or log all requests appropriately.

• Direct cases to the relevant individual or entity in accordance with the Procedures Manual and the established SLAs for Response and Resolution.

• Elevate issues and requests to the appropriate individual or entity for resolution based on the Escalation procedures outlined in the Procedures Manual.

⛳️ Requirements

• A minimum of one (1) year of experience in a contact center and customer relationship management, as evidenced by relevant documentation.

• Exceptional communication skills, both written and verbal.

• Proven ability to manage multiple tasks effectively.

• Strong time management skills.

• Proficient computer skills, including typing.

• Proficiency in English at B2 level and French at B2 level.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working hours and potential remote work options.