Financial Operations Analyst, Customer Agent
NICE
full-time
Posted on:
Location: 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
PHP
About the role
- Execute standardized step-by-step processes for merchant account activities, including cancellations, settlements, and terminal returns
- Use internal systems to validate account details, update statuses, and action requests
- Ensure accurate logging and case updates in HubSpot or equivalent CRM tools
- Process early termination requests by coordinating with billing agents
- Ensure all settlement invoices and payments are tracked and closed correctly
- Coordinate merchant account cancellations with external partners and internal invoicing teams
- Ensure compliance with the 30-day notice period and escalation protocols
- Respond to customer queries regarding agreements, rates, settlements, and account closures
- Support retention efforts by escalating high-value merchants to Account Managers
- Maintain strict adherence to established workflows, templates, and timelines
- Accurately document case progress, communications, and outcomes
- Ensure compliance with internal policies and regulatory obligations
Requirements
- Previous experience in Customer Support, with exposure to Financial Operations preferred
- Strong attention to detail and ability to follow standardized procedures with accuracy
- Excellent written and verbal communication skills
- Customer-first mindset
- Ability to manage multiple tasks and cases simultaneously within set timelines
- Familiarity with CRM systems (e.g., HubSpot, Salesforce)
- Problem-solving skills with ability to recognize when escalation is needed
- Must be a Philippine citizen currently living in the Philippines (local regulations requirement)