Payment Escalations Support Agent

Straive is a global leader in enterprise-grade data analytics and AI solutions, committed to empowering businesses across various industries with cutting-edge technology and expert insights. Backed by EQT, a top private equity firm, we are uniquely positioned to drive innovation through significant investments and an entrepreneurial spirit.

Our core focus is on delivering advanced Data Analytics & AI Solutions. By combining sophisticated technology with subject matter expertise, we deliver material impact on our clients' topline and streamline their operations. We specialize in providing tailored solutions across financial services, CPG, legal, pharma, life sciences, retail and logistics, helping them build robust data analytics and AI capabilities.

With a client base spanning 30 countries, Straive's strategically located teams operate from eight countries and is headquartered in Singapore. This global presence enables us to offer localized expertise with a worldwide perspective.

Join Straive to be part of a dynamic team at the forefront of data analytics and AI innovation. Here, you'll have the opportunity to contribute to transformative projects, supported by significant investments and an entrepreneurial drive fueled by our partnership with EQT.

Job role : Payment Escalations Support Agent

Location : Madison, WI (Onsite)

Type : FTE

Job Summary :

The Payments Escalations Support Agent plays a vital role in managing and resolving

escalated issues from our User Operations teams related to payment interruptions,

encompassing both risk and non-risk related concerns. The agent will assess, investigate,

and resolve escalated matters efficiently, liaising between multiple departments and

ensuring user satisfaction and compliance. This role demands a profound understanding

of payment processes, problem-solving skills, and a strong user-centric approach.

Key Responsibilities :

i. Manage and Resolve Escalations : Promptly address, investigate, and resolve

escalations from User Ops teams regarding payment interruptions, ensuring optimal

user satisfaction.

ii. Liaison Between Departments : Act as a bridge between User Operations, Risk

Management, and other relevant departments to resolve escalated issues seamlessly.

iii. Compliance and Risk Assessment : Evaluate escalations in accordance with

compliance standards and assess associated risks, implementing mitigation

strategies where necessary.

iv. Maintain Detailed Records : Document all escalations and resolutions meticulously,

maintaining accurate records to aid in analysis and continuous improvement.

v. User Communication and Support : Provide clear, concise, and supportive

communication to users regarding escalations, ensuring their concerns are addressed

and resolved satisfactorily.

vi. Continuous Improvement : Regularly analyze escalation trends and provide

feedback and suggestions for process improvement to prevent recurring issues.

Qualifications :

Education : High School Diploma or equivalent; a Bachelor’s degree in a related field

is preferred.

Experience : At least one year of experience in payment support or a related role, with

a focus on handling escalated issues; experience in a BPO setting is advantageous.

Skills :

• Excellent problem-solving and decision-making skills.
• Strong interpersonal and communication skills.
• Deep understanding of payment systems and associated risk factors.
• Ability to liaise effectively between multiple departments.
• Detail-oriented with strong organizational skills.

This job description is not intended to cover or contain a comprehensive listing of all responsibilities, duties, or activities that are required. Responsibilities, duties, and / or activities may change, or new ones may be added at any time with or without notice.

If you are a motivated professional with a passion for delivering impactful solutions, we’d love to hear from you. Apply today to be part of a dynamic and forward-thinking team at Straive.

Straive is an Equal Opportunity Employer. Our policy is clear : there shall be no discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy / maternity, or sexual orientation.

We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.”