Prime Advocate – Premium Member Support

Bill Gosling Outsourcing

. Provide personalized support across voice, chat and email .

Posted 10/13/2026full-timeHampton • Virginia • United StatesJunior💰 $18 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities by effectively managing cases from initiation to resolution, while maintaining compliance and quality standards. Possesses the ability to navigate multiple systems and adapt to evolving policies, ensuring a positive customer experience.

Highest-signal resume keywords

Customer-Facing ExperienceDecision-Making Under Time PressureFraud Recognition and Identity ChecksEmpathy and ComposureAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementPayment Issue ResolutionAccount Protection ProceduresQuality Standards MaintenanceDispute Handling

Soft Skills

Strong Written and Spoken EnglishSound JudgmentAbility to Escalate IssuesAdaptabilityCustomer Satisfaction Focus

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Fraud PreventionFintech EnvironmentCustomer SupportAccount RestrictionsService Standards

About the role

Key responsibilities & impact

Provide personalized support across voice, chat and email
Own cases from beginning to end and resolve concerns whenever possible
Assist with payment issues, disputes, account restrictions, suspensions, closures and access concerns
Explain decisions, requirements, case status and next steps clearly
Recognize fraud or account takeover risks and complete identity checks
Follow account protection procedures
Evaluate urgency and risk, make decisions within approved authority and escalate complex cases
Apply authorized exceptions or courtesy credits within established policies
Maintain accurate case notes and meet quality, compliance and service standards
Build product knowledge and adapt to evolving systems, policies and procedures
Share recurring issues and member feedback to improve processes and support experience

Requirements

What you’ll need

At least one year of customer-facing experience involving decisions under time pressure
High school diploma or equivalent
Strong spoken and written English
Sound judgment and attention to detail
Ability to recognize when escalation is necessary
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: experience handling disputes, fraud, payments or lending within a bank, credit union or fintech environment
Preferred: previous experience as a mentor, peer coach or subject-matter expert
Preferred: demonstrated record of strong quality or customer satisfaction results

Benefits

Comp & perks

Growth Opportunities and career advancement
Extensive paid training
Collaborative, supportive team-oriented culture
Diversity and inclusion
Team engagement activities and social events
Modern, well-equipped offices
Rewarding work