Prime Advocate – Premium Member Support

About the job

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results !

The Prime Advocate is responsible for delivering personalized, white-glove support to premium members of a leading U.S. financial technology company. This role combines exceptional service with sound judgment to resolve member concerns while protecting their money, identity and accounts.

The successful candidate will support members through voice, chat and email, assisting with payments, disputes, account access, restrictions, suspensions and closures. They will take ownership of each case, provide clear explanations and timely follow-up, and make decisions within approved policies while escalating complex or sensitive concerns appropriately.

• This position requires strong verbal and written communication, empathy, attention to detail and the ability to balance urgency with risk in a fast-paced financial services environment.
• What You'll Do:
• Key Responsibilities
• Provide attentive, personalized support across voice, chat and email, adapting your approach to each member’s needs.
• Own cases from beginning to end, resolving concerns in one interaction whenever possible and following through on outstanding actions.
• Assist with payment issues, disputes, account restrictions, suspensions, closures and access concerns.
• Explain decisions, requirements, case status and next steps clearly, including during sensitive or difficult conversations.
• Recognize signs of fraud or account takeover, complete required identity checks and follow account protection procedures.
• Evaluate urgency and risk, make decisions within approved authority and escalate cases that require specialist support.
• Apply authorized exceptions or courtesy credits only within established policies and controls.
• Maintain accurate case notes and meet quality, compliance and service standards.
• Build strong product knowledge and adapt quickly as systems, policies and procedures evolve.
• Share recurring issues and member feedback to help improve processes and the overall support experience.

• Required Qualifications
• At least one year of customer-facing experience involving decisions under time pressure. Relevant backgrounds include contact centers, banking, fintech, collections, hospitality or military service.
• High school diploma or equivalent.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment, attention to detail and the ability to recognize when escalation is necessary.
• Demonstrated empathy and composure when supporting frustrated or distressed customers.
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays and overnights.
• Ability to work onsite in Hampton, Virginia.

• Preferred Qualifications
• Experience handling disputes, fraud, payments or lending within a bank, credit union or fintech environment.
• Previous experience as a mentor, peer coach or subject-matter expert.
• A demonstrated record of strong quality or customer satisfaction results.

• What Success Looks Like
• You deliver support that feels personal, capable and transparent. Members understand what is happening, what comes next and who owns their concern. You balance timely resolution with careful account protection, follow through on commitments and contribute practical ideas that improve the service.

• Why Join Us?
• Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training : We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

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Website – https://www.billgosling.com/careers

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!