Arbitration Specialist I

About the role

TreviPay is looking for an Arbitration Specialist I to join its customer success team. You will act as the primary point of contact for merchants, clients, and customers, handling escalated inquiries, disputes, and technical issues within a fast‑growing B2B payments network.

Key responsibilities

• De‑escalate challenging customer, client, or merchant situations and provide timely, accurate resolutions.
• Route unresolved or complex issues to appropriate tier‑2/3 teams or leadership.
• Respond to common questions about programs, systems, processes, and procedures.
• Proactively contact customers and merchants to address rejections, disputes, authorizations, technical needs, and potential account issues.
• Collaborate with team members and leadership to improve processes, documentation, and training.
• Complete assigned learning modules on schedule and participate in learning sessions.
• Meet or exceed department metrics, Service Level Agreements (SLAs) and Service Level Standards (SLSs).

Required profile

• Minimum two years of customer support experience with high inbound call volume.
• Strong verbal and written communication skills in both Spanish and English.
• Motivated, organized, and able to work with moderate supervision.
• Ability to manage challenging situations and adapt to changing environments.
• Coachability and willingness to improve performance based on feedback.

Required skills

• Proficiency with Microsoft Outlook.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.