Arbitration Specialist I

About the role

TreviPay is a global B2B payments and invoicing network used by thousands of sellers, with offices in Kansas, Mexico City, San Jose Costa Rica, Rijswijk Netherlands and Melbourne Australia. As an Arbitration Specialist I you act as a primary contact for clients, merchants and customers, resolving common questions and issues about supported programs, systems, processes and procedures.

Key responsibilities

• Meet or exceed department metrics, SLAs and service level standards.
• De-escalate challenging customers, clients or merchants and route escalated requests to the right team members.
• Provide timely, accurate and comprehensive responses and resolutions.
• Proactively contact customers and merchants to address issues such as rejections, disputes, authorizations and technical needs.
• Collaborate with colleagues and leadership to improve processes, procedures, implementations and training, and welcome change.
• Complete assigned learning on time and perform other duties as assigned.

Required profile

• Minimum two years of customer support experience with heavy inbound call volume, or equivalent education and experience.
• Bilingual, fluent in Spanish and English (written and verbal).
• Organized, self-sufficient with moderate supervision, able to communicate completed tasks to leaders.
• Professional written and verbal communication skills; ability to work independently and in a team.

Required skills

• Proficiency with Outlook, Word and Excel.
• Ability to manage challenging customer situations and to improve performance with feedback.

What we offer

• Competitive salary with a comprehensive benefits package starting day one.
• Remote work and flexible work options, plus paid holidays.
• Career development opportunities and an open-door policy.
• Employee referral program and work-life balance.