Dispute Resolution Specialist(3 Months Contract)

<strong>Client: </strong>US-based fintech app (cash advances and receipt-based rewards)<br><br><strong>Employment type: </strong>Contract, 3 months<br><br><strong>Shift: </strong>24x7 rotational shifts aligned to US hours<br><br><strong>Work mode: </strong>Remote (work from home)<br><br><strong>Experience: </strong>1.5+ years in a US customer-facing voice role<br><br><strong>About The Role<br><br></strong>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.<br><br>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.<br><br><strong>What You'll Do<br><br></strong><ul><li>Conduct scheduled video calls with US customers to resolve their concerns</li><li>Follow approved scripts and processes on every call</li><li>Keep conversations calm, respectful, and on track, including when customers are upset</li><li>Escalate anything outside the process to the right team</li><li>Record call outcomes accurately and on time</li><li>Follow all confidentiality and data-handling requirements<br><br></li></ul><strong>What We're Looking For<br><br></strong><ul><li>1.5+ years in a customer-facing voice role with US customers</li><li>Excellent spoken English, with a clear, neutral accent and a confident, professional manner on video calls</li><li>Comfortable handling sensitive or tense conversations without losing composure</li><li>Able to stick closely to a script while still sounding natural</li><li>Accurate note-taking and basic computer skills (Zoom, Google Workspace or MS Office)</li><li>Available for 24x7 rotational shifts, including nights and weekends</li><li>A quiet home workspace and a stable internet connection with backup (laptop and headset will be provided)<br><br></li></ul><strong>Good to have<br><br></strong><ul><li>Experience in disputes, claims, collections, or chargebacks</li><li>Exposure to fintech, banking, or financial services</li><li>Experience handling escalations or sensitive customer cases</li></ul>

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