What are the responsibilities and job description for the Customer Support Representative (CSR) position at Checkbook?
About Us:
There's been a persistent problem that's remained unsolved for decades: most major payment systems, including digital wallets, require both the payer and the payee to onboard before they can transact. But what if there was a way to send digital payments without the need for the recipient to go through a cumbersome onboarding process? That's exactly what we've achieved!
Our solution is a game-changer, especially for bringing traditional paper and cash payments into the online world. And here's the twist: we've found a clever way to monetize this process from both sides. Instead of customers paying us, we're actually paying our customers cash back from card fees. It's a complete shift in the financial equation!
With investors like MassMutual Ventures, JPMorgan Chase, and notable figures such as Tim Draper, Adam Draper, Naval Ravikant, and the co-founder of Intuit backing us, we're not just another fintech startup. We're a force to be reckoned with. Unlike many others, we're not just fueled by funding; we're also seeing increasing revenue, high growth, and have a virtually infinite runway ahead of us. The future of financial services is here, and we're leading the way!
The Role:
We're seeking a CSR (Customer Support Representative) to join our team and play a crucial role in ensuring the smooth processing of payments. In this role, you'll be responsible for overseeing various aspects of payment operations, including transaction monitoring, reconciliation, and providing exceptional customer support.
We're looking for someone with a strong attention to detail, excellent analytical skills, and a passion for delivering outstanding customer service.
Responsibilities:
Transaction Monitoring: Monitor incoming and outgoing payment transactions to ensure accuracy, completeness, and compliance with company policies and procedures.
Reconciliation: Perform daily, weekly, and monthly reconciliations of payment transactions to identify discrepancies and resolve any issues in a timely manner.
Payment Processing: Process payment requests, refunds, and chargebacks accurately and efficiently, adhering to established protocols and deadlines.
Fraud Prevention: Collaborate with the fraud prevention team to identify and mitigate potential fraudulent activities, including monitoring suspicious transactions and implementing appropriate controls.
Customer Support: Provide prompt and effective support to customers regarding payment-related inquiries, discrepancies, and issues, ensuring a positive customer experience at all times.
Reporting & Analysis: Generate regular reports on payment transaction volumes, trends, and performance metrics. Analyze data to identify opportunities for process improvements and optimization.
Process Improvement: Identify areas for process improvement within the payment operations workflow and collaborate with cross-functional teams to implement solutions that enhance efficiency and accuracy.
About You:
Benefits & Perks
There's been a persistent problem that's remained unsolved for decades: most major payment systems, including digital wallets, require both the payer and the payee to onboard before they can transact. But what if there was a way to send digital payments without the need for the recipient to go through a cumbersome onboarding process? That's exactly what we've achieved!
Our solution is a game-changer, especially for bringing traditional paper and cash payments into the online world. And here's the twist: we've found a clever way to monetize this process from both sides. Instead of customers paying us, we're actually paying our customers cash back from card fees. It's a complete shift in the financial equation!
With investors like MassMutual Ventures, JPMorgan Chase, and notable figures such as Tim Draper, Adam Draper, Naval Ravikant, and the co-founder of Intuit backing us, we're not just another fintech startup. We're a force to be reckoned with. Unlike many others, we're not just fueled by funding; we're also seeing increasing revenue, high growth, and have a virtually infinite runway ahead of us. The future of financial services is here, and we're leading the way!
The Role:
We're seeking a CSR (Customer Support Representative) to join our team and play a crucial role in ensuring the smooth processing of payments. In this role, you'll be responsible for overseeing various aspects of payment operations, including transaction monitoring, reconciliation, and providing exceptional customer support.
We're looking for someone with a strong attention to detail, excellent analytical skills, and a passion for delivering outstanding customer service.
Responsibilities:
Transaction Monitoring: Monitor incoming and outgoing payment transactions to ensure accuracy, completeness, and compliance with company policies and procedures.
Reconciliation: Perform daily, weekly, and monthly reconciliations of payment transactions to identify discrepancies and resolve any issues in a timely manner.
Payment Processing: Process payment requests, refunds, and chargebacks accurately and efficiently, adhering to established protocols and deadlines.
Fraud Prevention: Collaborate with the fraud prevention team to identify and mitigate potential fraudulent activities, including monitoring suspicious transactions and implementing appropriate controls.
Customer Support: Provide prompt and effective support to customers regarding payment-related inquiries, discrepancies, and issues, ensuring a positive customer experience at all times.
Reporting & Analysis: Generate regular reports on payment transaction volumes, trends, and performance metrics. Analyze data to identify opportunities for process improvements and optimization.
Process Improvement: Identify areas for process improvement within the payment operations workflow and collaborate with cross-functional teams to implement solutions that enhance efficiency and accuracy.
About You:
- Bachelor's degree in Finance, Business Administration, or a related field.
- 1-3 years of experience in payment operations, financial services, or a similar role.
- Entrepreneurial mindset. The desire to dive into new products and processes as we role them out.
- Strong understanding of payment processing systems and methodologies.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Ability to work effectively under pressure and meet tight deadlines in a fast-paced environment.
- Strong communication and interpersonal skills, with a customer-centric approach.
- Knowledge of regulatory requirements and compliance standards related to payment processing is preferred.
- Bonus for experience with payment management tools and software (e.g., PayPal, Stripe, Square).
Benefits & Perks
- Insurance (Medical, Dental, Vision, LTD and a variety of other programs)
- 401k
- Equity
- Catered meals (in office)
- Equal Opportunities Employment Statement* It is our policy to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including color, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.
- To all recruitment agencies: Checkbook does not accept unsolicited agency resumes. Please do not forward resumes to Checkbook employees. Checkbook is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company **