Who we are:

Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.

Who you are:

Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!

About the role:

As a Level 1 Support Representative, you will be the first point of contact for Quavo's clients, providing exceptional service and resolving routine issues related to our fraud and disputes solutions. You’ll play a key role in ensuring client satisfaction and maintaining compliance with industry regulations by delivering timely and accurate support.

Responsibilities include:

• Client Support:
• • Serve as the primary contact for client inquiries via email, chat, and phone.
  • Assist clients with login issues, system navigation, and basic workflow questions.
  • Provide accurate guidance on regulatory requirements, such as Reg E and Reg Z compliance basics.
• Issue Resolution:
• • Diagnose and resolve common issues, including case creation, routing, and system alerts.
  • Escalate complex or unresolved issues to Level 2 Support with detailed documentation.
• Documentation:
• • Maintain detailed records of client interactions in the case management system (CMS).
  • Identify patterns in client feedback and recommend improvements to internal processes.
• Collaboration:
• • Work closely with the Account Manager team to address client concerns and escalate critical issues.

Required Qualifications:

• Bachelor’s degree or equivalent experience in customer service, business, or a related field.
• 1+ year of experience in customer support, preferably in SaaS or financial services.
• Knowledge of fraud and disputes processes is a strong advantage.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in case management systems and basic troubleshooting tools.

Preferred Qualifications:

• Bilingual