Job Description

At Staffing Abroad, we are looking for a Merchant Support Specialist to join one of our international clients in the financial services industry.

We are seeking customer-oriented professionals with excellent English communication skills and experience providing support through phone calls, chat, and email. The ideal candidate combines outstanding customer service skills with a strong commercial mindset, enjoying customer interaction, relationship building, and proactively guiding clients through complex processes.

About the Role

The Merchant Support Specialist (MSS) is responsible for providing point-of-sale support to merchants to help finalize loan approvals for their customers. In some cases, you will also assist borrowers by collecting the required documentation needed to complete the loan approval process.

This role requires someone who is comfortable proactively following up with merchants and borrowers, encouraging them to complete the required steps and documentation to successfully finalize the loan approval process. While this is not a sales role, it does require strong communication, persuasion, and customer engagement skills.

You will be responsible for ensuring that all loan documentation is complete, accurate, verified, and compliant with the company's policies and procedures.

Responsibilities:
Provide support to merchants and borrowers through inbound and outbound calls.
Proactively follow up with merchants and borrowers to drive loan completion and ensure a smooth approval process.
Assist in collecting and validating required loan documentation, including IDs, passports, bank verifications, and other supporting documents.
Meet monthly performance goals established by management.
Maintain accurate records by documenting customer and merchant interactions in internal systems.
Collaborate with internal teams to resolve issues and ensure an excellent customer experience.
Effectively use internal communication tools, including email, chat, and CRM systems.
Respond promptly to incoming calls and emails.
Support the development of new workflows, process improvements, and best practices.
Perform additional duties as assigned based on business needs.

Requirements:
High School Diploma required.
At least 1 year of experience in a BPO environment as a Customer Service Representative, Customer Support Specialist, QA Analyst, Trainer, or a related role.
Experience handling inbound and outbound calls with a strong commercial, retention, or customer engagement component.
Experience interacting with customers, merchants, or users to provide support, follow-up, and successfully guide processes through completion.
Experience handling chats and emails.
Advanced English level (B2+/C1).
Proficiency with Microsoft Office, especially Excel, Outlook, and Word.
Strong communication skills, attention to detail, customer service orientation, and the ability to influence conversations positively.

What We're Looking For:
Customer-focused and highly organized professionals.
Strong commercial mindset with the ability to build rapport, follow up effectively, and drive successful outcomes.
Ability to work in a fast-paced environment while meeting performance goals.
Strong problem-solving and collaboration skills.
Excellent attention to detail and accuracy when handling documentation.
Interest in building a career within the financial services industry.",