Note: The job is a remote job and is open to candidates in USA. Lynx is building the payments infrastructure layer for the next generation of fintech, healthcare finance, and embedded commerce. The Senior Customer Support Specialist will support Lynx Customers and Operations Leaders by resolving inquiries and issues, managing incoming tickets, and assisting with various operational functions.
Responsibilities
- Answer, research and resolve incoming calls from customers or their representatives
- Monitor, research and respond to incoming tickets from clients or vendors
- Research, troubleshoot and resolve complex issues and complaints, taking steps to ensure full resolution
- Research and resolution of payment acceptance issues, including troubleshooting issues with merchant acceptance
- Process adjustments
- Process manual claims
- Perform reconciliation of bank account and financial transactions
- Manage maintenance of approved product and operations master lists/tables/repositories
- Perform operational compliance activities such as monitoring and submission of reports
- Support maintenance of standard operating procedures and training materials
- Provide responses on client Request for Proposal activities
- Assist with new projects or initiatives as assigned
- Assist with other duties as assigned
Skills
- High School Diploma / GED
- 3+ years of customer service experience or 3+ years in financial services analyzing and solving customer problems with a minimum of 1 year phone servicing experience
- Familiarity with computer and Windows PC applications which includes the ability to learn new computer system applications
- Ability to work any 8-hour shift between the hours of 8am to 8pm ET, Monday through Friday
- Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
- Ability to manage changing priorities and directives
- Excellent communication, organizational, and problem-solving skills
- Able to work in a fast-paced environment
- Proficiency in Microsoft Office Suite
- Prior Financial Services experience
- Prior Call Center experience in a lead or senior servicing role
- Prior Health Benefits Account experience
- Prior Payment Card experience
- Bilingual fluency in English and Spanish
- College degree or equivalent years of experience
Benefits
- Comprehensive medical, dental, and vision insurance
- Unlimited vacation
- Paid parental leave for eligible employees
- 401(k) plan
Company Overview