The Role
Conduct scheduled video calls with US customers to resolve disputes and negotiate settlements using approved scripts and processes. Maintain calm, professional conversations, escalate cases outside established procedures, accurately document outcomes, and comply with confidentiality and data-handling requirements. The role requires strong spoken English, customer-facing voice experience, reliable technology, and availability for rotating 24x7 shifts, including nights and weekends.
Summary Generated by Built In
Client: US-based fintech app (cash advances and receipt-based rewards)
Employment type: Contract, 3 months
Shift: 24x7 rotational shifts aligned to US hours
Work mode: Remote (work from home)
Experience: 1.5+ years in a US customer-facing voice role
About the role
You'll be the point of contact for the client's US customers who have raised disputes, working to resolve them over scheduled video calls, including through settlement discussions.
Each call follows an approved script and process. The role needs someone calm, clear, and professional, who can handle sensitive conversations and keep accurate records.
What you'll do
- Conduct scheduled video calls with US customers to resolve their concerns
- Follow approved scripts and processes on every call
- Keep conversations calm, respectful, and on track, including when customers are upset
- Escalate anything outside the process to the right team
- Record call outcomes accurately and on time
- Follow all confidentiality and data-handling requirements
What we're looking for
- 1.5+ years in a customer-facing voice role with US customers
- Excellent spoken English, with a clear, neutral accent and a confident, professional manner on video calls
- Comfortable handling sensitive or tense conversations without losing composure
- Able to stick closely to a script while still sounding natural
- Accurate note-taking and basic computer skills (Zoom, Google Workspace or MS Office)
- Available for 24x7 rotational shifts, including nights and weekends
- A quiet home workspace and a stable internet connection with backup (laptop and headset will be provided)
Good to have
- Experience in disputes, claims, collections, or chargebacks
- Exposure to fintech, banking, or financial services
- Experience handling escalations or sensitive customer cases
Skills Required
- At least 1.5 years of experience in a customer-facing voice role serving US customers
- Excellent spoken English with a clear, neutral accent and professional video-call manner
- Ability to handle sensitive or tense conversations calmly
- Ability to follow scripts closely while sounding natural
- Accurate note-taking and basic computer skills
- Proficiency with Zoom, Google Workspace, or Microsoft Office
- Availability for 24x7 rotational shifts, including nights and weekends
- Quiet home workspace and stable internet connection with backup
- Experience in disputes, claims, collections, or chargebacks
- Exposure to fintech, banking, or financial services
- Experience handling escalations or sensitive customer cases
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
BolsterBiz is an outsourcing and offshoring services company that helps businesses scale teams and improve operational efficiency. It provides customer-support outsourcing, digital marketing, data analytics, internet research, business-process outsourcing, and IT staff augmentation. The company positions itself as an extension of clients’ teams, delivering flexible, cost-conscious support for startups and growing businesses while enabling them to focus on their core offerings.
