Customer Experience Specialist (Fintech)

TL;DR

Customer Experience Specialist (Fintech): Providing professional support for B2B payments, invoicing, and billing systems with an accent on resolving disputes and account reconciliation. Focus on maintaining high service level standards and delivering a high-quality customer experience via phone and email.

Location: Hybrid (Overland Park, KS)

Company

Global B2B payments and invoicing network that helps sellers automate accounts receivables and provide flexible trade credit options.

What you will do

• Provide professional support to customers, merchants, and clients via phone and email.
• Serve as the primary contact for inquiries related to billing, invoices, payments, disputes, and authorizations.
• Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS).
• De-escalate challenging customer situations and manage escalations to higher technical tiers.
• Document all customer interactions and resolutions within the CRM or case management system.
• Collaborate with leadership to identify trends and support process or documentation improvements.

Requirements

• Minimum 2 years of customer support experience in a fast-paced environment with high call volume.
• Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation.
• Strong professional verbal and written communication skills.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Experience using CRM or case management systems.
• Must be based in or able to work hybrid in Overland Park, KS.

Nice to have

• College degree or equivalent professional experience.
• Experience supporting B2B customers or financial/fintech products.
• Fluency in Spanish (written and verbal).

Culture & Benefits

• Competitive salary and 401K matching.
• Comprehensive medical, dental, vision, and FSA plans.
• Generous paid time off and paid parental leave.
• Supportive, collaborative, and entrepreneurial work environment.
• Strong emphasis on work-life balance.