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About the Role
We are seeking a detail-oriented and personable Quality Assurance Specialist to gather honest feedback from newly funded merchants about their experience. Your findings will directly inform improvements to our service, sales team, and broker partnerships.
Responsibilities
- Make outbound calls to funded merchants to conduct structured quality-assurance interviews.
- Inquire about their experience with sales representatives or brokers, focusing on professionalism, clarity, responsiveness, and accurate representation.
- Confirm merchant understanding of terms and identify any unexpected fees or surprises.
- Accurately record feedback in CRM and survey tools.
- Immediately flag concerns, complaints, or potential compliance issues to management.
- Send and follow up on post-funding feedback surveys.
- Identify trends and assist in preparing regular reports on merchant satisfaction and representative/broker performance.
Requirements
- 1+ years in customer service, call center, client relations, or a similar phone-based role.
- Excellent verbal and written communication skills.
- Warm, professional phone manner.
- Good listening skills and ability to ask thoughtful follow-up questions.
- Strong attention to detail and accurate note-taking.
- Ability to handle sensitive or critical feedback calmly and objectively.
- Organized and self-motivated, capable of managing a high volume of calls.
- Proficiency with CRM systems, Google Workspace, and Microsoft Office.
- Experience in financial services, lending, or MCA is a plus but not required.
Skills
- Customer service
- Call center operations
- Client relations
- Phone-based communication
- Verbal communication
- Written communication
- Active listening
- Note-taking
- CRM systems
- Google Workspace
- Microsoft Office
Location
- Inwood, NY
Work Type
- Full-time
- In-office
Experience Level
- 1+ years
Salary/Compensations
- $52,000
Benefits
- 401(k) retirement plan
- Paid time off (PTO)
- Paid days off for stock market holidays
- Paid days off for Jewish holidays
- Consistent weekday schedule (10 AM to 6 PM)
- Professional office environment
- Room to grow within a fast-moving company
About the Company
- Premium Merchant Funding (PMF) provides fast, flexible funding to small and mid-sized businesses across the country.
- We aim to ensure every merchant we fund has a transparent, professional experience.