Responsibilities

📍Frontline Live Chat: Handle inbound chats for debit card and banking topics (activation, PIN, card lock/unlock, balance/limits, declines, merchant pending/adjustments, replacement, travel notices, address updates, name updates, basic account verification). 📍Clear Triage & Escalation: Use runbooks and decision trees to determine next steps; create crisp internal notes with all required artifacts (screenshots, logs, merchant info) for Level 2/partner teams. 📍Disputes Intake (Reg E/EFTA): Guide customers through dispute intake; collect evidence and forms; set expectations and hand off to investigators. 📍Risk & Fraud Awareness: Spot suspicious patterns (ATO signals, repeated declines, card present/not present anomalies) and escalate per policy. 📍Documentation & Content: Propose updates to macros, runbooks, and help center articles based on chat learnings; tag feedback for Product and Risk. 📍Tooling Mastery: Work efficiently in Zendesk (or similar)—shortcuts, macros, tags, views—to reduce handle time while maintaining quality. 📍Quality & Voice: Deliver accurate, friendly, brand‑aligned written communications; meet QA standards and >

Qualifications

📍Experience: 1–3+ years in customer support for cards, banking, brokerage, or payments, including live chat experience. 📍Domain Basics: Understanding of card lifecycle (auth vs. settlement), common decline reasons, charge/reversal timelines, and banking rails (ACH/wires/RTP at a high level). 📍Compliance Awareness: Familiar with KYC/AML basics, OFAC screening conceptually, Reg E dispute fundamentals, and secure handling of PII. 📍Communication: Fluent, crisp English; excellent written tone; 50+ WPM typing with high accuracy. 📍Problem Solving: Organized troubleshooting, good judgment on when to escalate, and comfort operating with partial information. 📍Systems: Proficiency with Zendesk (or similar), documentation tools (Notion/Confluence), and basic reporting/QA workflows. 📍Nice to Have: Crypto support experience (wallet/send/receive basics; fees/gas; network differences such as Solana/EVM); exposure to card processors or sponsor banks

The future of finance is here — whether you’re interested in blockchain, cryptocurrency, or remote web3 jobs, there’s a perfect role waiting for you.