Prime Advocate – Premium Member Support

About the role

Join a team passionate about making lives better at Bill Gosling Outsourcing, a global leader in outsourcing solutions focusing on customer care, sales, and financial services. As a Prime Advocate, you will deliver personalized, white‑glove support to premium members of a leading U.S. financial technology company via voice, chat, and email. You will own cases from start to finish, resolve payment issues, disputes, account restrictions, suspensions, closures, and access concerns, explain decisions clearly, detect fraud, apply authorized exceptions, maintain accurate notes, meet quality and compliance standards, build product knowledge, and share feedback to improve service. You deliver support that feels personal, capable and transparent; members understand what is happening, what comes next and who owns their concern. You balance timely resolution with careful account protection, follow through on commitments and contribute practical ideas that improve the service.

Responsibilities

• Provide attentive, personalized support across voice, chat and email, adapting your approach to each member’s needs.
• Own cases from beginning to end, resolving concerns in one interaction whenever possible and following through on outstanding actions.
• Assist with payment issues, disputes, account restrictions, suspensions, closures and access concerns.
• Explain decisions, requirements, case status and next steps clearly, including during sensitive or difficult conversations.
• Recognize signs of fraud or account takeover, complete required identity checks and follow account protection procedures.
• Evaluate urgency and risk, make decisions within approved authority and escalate cases that require specialist support.
• Apply authorized exceptions or courtesy credits only within established policies and controls.
• Maintain accurate case notes and meet quality, compliance and service standards.
• Build strong product knowledge and adapt quickly as systems, policies and procedures evolve.
• Share recurring issues and member feedback to help improve processes and the overall support experience.

Required Qualifications

• At least one year of customer‑facing experience involving decisions under time pressure (contact centers, banking, fintech, collections, hospitality or military service).
• High school diploma or equivalent.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment, attention to detail and the ability to recognize when escalation is necessary.
• Demonstrated empathy and composure when supporting frustrated or distressed customers.
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays and overnights.
• Ability to work onsite in Hampton, Virginia.

Preferred Qualifications

• Experience handling disputes, fraud, payments or lending within a bank, credit union or fintech environment.
• Previous experience as a mentor, peer coach or subject‑matter expert.
• A demonstrated record of strong quality or customer satisfaction results.

Benefits

• Growth opportunities – promotion from within and career advancement.
• Comprehensive paid training.
• Team‑oriented, collaborative culture.
• Diversity & inclusion – unique perspectives celebrated.
• Fun workplace with team engagement activities and social events.
• State‑of‑the‑art offices designed for collaboration and productivity.
• Rewarding work – helping businesses grow while making a real difference in people’s lives.

Pay

Salary Range: $18 USD to $21.50 USD

Schedule

Availability for rotating shifts, including weekends, holidays and overnights.