Customer Service Representative

Choice Digital is redefining modern disbursements. Our platform combines compliance, security, and simplicity to ensure every payment is delivered securely, instantly, and without friction. From eliminating fraud risk with real-time intelligence to guaranteeing payment delivery, we empower businesses to streamline financial operations while building trust with their customers.

Choice Digital is growing fast, profitable, and scaling into new industries where modern disbursements are no longer optional – they’re essential.

Here’s why people love building their careers here:

• Proven growth: You'll join a profitable company serving 300+ clients and rapidly expanding into new markets.
• Real impact: Your work will directly transform how money moves, solving inefficiencies that frustrate both businesses and customers.
• Culture of confidence: Enjoy a collaborative, casual environment where we balance autonomy with accountability.
• Future-focused: Help shape a rapidly evolving category – we’re not just part of the change, we’re leading it.

Our Core Values guide how we work and who we strive to be.

• Relentless Ownership. We take responsibility end to end. If it is ours, we own it until the outcome is achieved.
• Find the Right Way Forward. When the work matters, we focus on solutions. We don’t get stuck on obstacles or default to “no.” If something aligns with our vision and improves outcomes for clients or recipients, we ask how to make it happen.
• Lead with Integrity. We act in ways that make us worthy of trust from clients, consumers, and each other. We do not trade trust for speed, convenience, or short-term economics.

The Customer Service Representative will play a crucial role in ensuring that Choice Digital is resolving customer inquiries within a timely manner and with excellent customer service. You will be the first point of contact for end customers related to issues that arise as well as actions that need to be taken for disbursements we have issued. This support will be primarily through email so strong written communication skills are required.

This role will primarily be in-office Monday through Thursday but could have weekend and/or holiday requirements based on business needs and is subject to change.

• Manage and prioritize incoming customer support tickets through email and over the phone, ensuring prompt resolution and adherence to service level agreements
• Respond to customer tickets promptly and professionally, acknowledging receipt, setting appropriate expectations, and providing regular updates on progress until the issue is resolved
• Ensure customer satisfaction by providing courteous, empathetic, and personalized responses in line with the company’s customer service standards

• Investigate and analyze customer issues presented in tickets, identifying root causes and providing accurate and effective solutions or workarounds
• Identify and elevate complex or high-priority tickets to appropriate teams or supervisors according to established escalation procedures
• Develop a deep understanding of the company’s products and services to efficiently troubleshoot and resolve customer issues

• Document all interactions and steps taken in the ticketing system to maintain comprehensive records of customer issues, resolutions, and follow-up actions
• Contribute to the development and maintenance of a comprehensive knowledge base, including troubleshooting guides and frequently asked questions (FAQs), to assist customers and improve first contact resolution rates
• Proactively identify patterns or trends in customer tickets to suggest process improvements and contribute to the enhancement of the customer support experience
• Handle multiple tickets efficiently, prioritize urgent issues, and manage time effectively to meet ticket resolution targets

• Excellent verbal and written communication skills
• A strong customer service orientation with a focus on delivering positive customer experiences and resolving issues in a timely manner
• Excellent…