Associate, Customer Support

About the Role

The Customer Support Associate I serves as a primary point of contact for accountholders in a call center environment. This role responds to inbound inquiries, provides account-related support, helps resolve questions or concerns, and delivers a professional and consistent customer experience. The associate follows established policies, procedures, and compliance requirements while accurately documenting interactions, supporting account servicing needs, and escalating more complex matters when appropriate. Through timely, accurate, and service-focused support, this role contributes to customer satisfaction, retention, and the overall effectiveness of the Customer Support team.

Responsibilities

• Responds to inbound telephone inquiries and provides accurate, professional support to accountholders regarding account information, transactions, payments, and general servicing needs.
• Assists accountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
• Researches and resolves customer issues in accordance with established policies, procedures, regulatory requirements, and business guidelines.
• Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.
• Initiates and supports account transactions, service requests, billing dispute steps, and investigations as appropriate based on customer needs and department procedures.
• Educates accountholders on applicable processes, including billing dispute procedures, required documentation, timelines, and available next steps.
• Identifies calls or account matters requiring additional review and escalates appropriately to leadership, internal partners, or specialized support teams.
• Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.
• Performs other duties as assigned.

Requirements

• High school diploma or its equivalent.
• Prior customer service experience.
• Experience with First Data Resources (FDR), Evolve, or related platforms preferred.
• One (1) or more years of related inbound or outbound call center or collections experience desirable.
• Experience working with computers is required.

Skills

• Meets established unit standards for quantity, quality, and monitoring.
• Responsible for monitoring monthly statistics and meeting personal and unit goals.
• Speaks clearly and is able to convey a clear message.
• Able to change applications and support business objectives.
• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives.

Schedule

Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Schedule assignments are determined based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with the position they are selected for.

Select openings require English/Spanish bilingual proficiency. Candidates applying for bilingual positions must be able to effectively communicate in both English and Spanish and may be assessed during the hiring process.

Benefits

• Competitive pay, including a Bonus Target or Variable Pay Incentive Program.
• Medical, Dental, and Vision benefits.
• 401(k) Plan with Company Match.
• Short- & Long-Term Disability.
• Wellness Programs.
• Group Life and AD&D Insurance.
• Paid Vacation, Sick Days, and bank Holidays.
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition.