Customer Support Advocate

Job Description
Position Purpose

The Customer Support Advocate is the voice of Payvantage for customers who need help. The goal is simple: listen, understand, solve, and follow through.

The Customer Support Advocate serves as a primary point of contact for Payvantage customers, providing knowledgeable, responsive, and solutions-focused support across multiple communication channels. This position is responsible for assisting customers with general account inquiries, payment and pay date changes, online portal and bill pay assistance, phone/device repair inquiries, and other customer support needs.

The ideal candidate is patient, professional, resourceful, and genuinely committed to helping customers resolve issues quickly and effectively. The Customer Support Advocate must be comfortable communicating by phone, chat, SMS, and email while maintaining a high level of accuracy, confidentiality, and customer service.

Essential Duties & Responsibilities

Customer Support

• Respond to customer inquiries in a professional,friendly, and timely manner.
• Serve as a knowledgeable resource for customersregarding Payvantage products, services, accounts, and processes.
• Identify the customer's needs and provide accurateinformation or appropriate solutions.
• Resolve routine customer concerns while recognizingwhen an issue should be escalated.
• Maintain a positive and professional demeanor whenhandling difficult, frustrated, or dissatisfied customers.
• Educate customers on available self-service resourcesand account management tools.

Payment & Account Support

• Process customer requests for pay date changes in accordance with established policies and procedures.
• Assist customers with questions related to payments,payment schedules, and account information.
• Provide support for online bill pay and paymentprocessing questions.
• Assist customers with accessing and navigating thePayvantage online customer portal.
• Troubleshoot basic portal access and account-relatedissues.
• Accurately document customer interactions, requests,and account updates.

Phone & Device Support

• Respond to customer inquiries regarding phone/devicerepairs , replacements, and related processes.
• Provide customers with information regarding repairprocedures, status updates, and next steps.
• Coordinate with internal departments or appropriatethird parties when additional assistance is required.
• Follow established procedures for documenting andescalating device-related issues.

Multi-Channel Customer Support

• Respond to customer support requests receivedthrough:
• Phone
• Live chat
• SMS/text messaging
• Email
• Other approved customer communication channels
• Monitor assigned communication queues and respondwithin established service-level expectations.
• Maintain consistent and professional communicationregardless of the communication channel.
• Ensure customer questions are fully addressed beforeclosing the interaction whenever possible.

Documentation & Compliance

• Accurately document customer interactions and accountactivity in Payvantage systems.
• Follow established policies, procedures, and qualitystandards.
• Protect confidential customer and company informationat all times.
• Follow applicable privacy, security, paymentprocessing, and regulatory requirements.
• Escalate potential compliance concerns, accountdiscrepancies, or unusual customer activity to the appropriate department.
• Maintain accurate records and complete requireddocumentation.

Requirements

Performance Expectations

The Customer Support Advocate is expected to:

• Provide exceptional customer service duringevery interaction.
• Respond to customer inquiries accurately and withinestablished response-time expectations.
• Demonstrate strong attention to detail whenprocessing account and payment-related requests.
• Resolve customer issues efficiently and minimizeunnecessary transfers or escalations.
• Maintain high-quality documentation of customerinteractions.
• Demonstrate reliability, professionalism, teamwork,and accountability.
• Consistently protect customer confidentiality andsensitive information.
• Contribute to a positive and customer-focused teamenvironment.

Qualifications

Required

• High school diploma or equivalent.
• Previous customer service, call center, retail,financial services, telecommunications, or related experience preferred.
• Strong verbal and written communication skills.
• Strong computer and technology skills.
• Ability to navigate multiple systems and applicationswhile assisting customers.
• Ability to manage multiple customer requests andpriorities in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to remain calm and professional when dealingwith challenging situations.

Preferred

• Experience working in a financial services, fintech,telecommunications, or payment-related environment.
• Experience providing customer support through chat,SMS, and email.
• Experience with CRM, ticketing, customer accountmanagement, or call center platforms.
• Bilingual English/Spanish communication skills are aplus.

Core Competencies

• Customer Focus - Demonstrates genuine interestin helping customers and resolving concerns.
• Communication - Communicates clearly,professionally, and effectively across multiple channels.
• Problem Solving - Identifies the root of anissue and determines the appropriate solution or escalation.
• Attention to Detail - Processes account andpayment information accurately.
• Technology Proficiency - Quickly learns andnavigates multiple systems and platforms.
• Accountability - Takes ownership of customerissues and follows through to resolution.
• Adaptability - Adjusts effectively to changingpriorities, procedures, and customer needs.
• Teamwork - Collaborates effectively withcoworkers and other departments.
• Professionalism - Represents Payvantagepositively in every customer interaction.

Physical & Work Environment

This position is primarily performed in an office/call-center environment and requires extended periods of computer use, telephone communication, and interaction with customers through digital communication platforms.

The employee may be required to sit for extended periods, use a computer and telephone regularly, and maintain productivity in a fast-paced customer support environment.

Equal Employment Opportunity

Payvantage is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and other legitimate factors without regard to legally protected characteristics.

Benefits

Start earning $14.00-$17.00 per hour, plus the opportunity to earn monthly performance bonuses on top of your base pay. At Payvantage, we also offer a full benefits package including health, dental, and vision insurance, employee discounts, flexible scheduling, and paid time off-so you can feel supported both at work and beyond.

Payvantage is an Equal Opportunity Employer.