As a Carrier Financial Support Representative, you will provide a high level of service and serve as a primary point of contact for the C.H. Robinson carrier community. You will perform detailed, process-driven activities that support carrier payment setup and maintenance, bank account verification, payment holds, returned payments, and other payment-related functions designed to protect company funds and prevent fraudulent activity.
This role is responsible for maintaining accurate financial information, resolving payment-related inquiries, and supporting both external carriers and internal stakeholders. Success in this position requires exceptional attention to detail, accountability, strong customer service skills, and the ability to manage multiple priorities while adhering to established procedures, controls, and service level expectations.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
- Process carrier payment setup and maintenance activities while ensuring accuracy and compliance with established procedures.
- Process financial documents.
- Process AP hold requests and cross deductions from carrier payables.
- Validate and verify carrier banking information following established fraud prevention controls and procedures.
- Manage returned payments and support resolution activities.
- Monitor and manage shared workflows, queues, and inbox requests while meeting service level expectations.
- Handle questions and resolve inquiries from the C.H. Robinson network, carrier community, factoring companies, and internal stakeholders.
- Respond to incoming and outbound phone and email inquiries related to carrier payment support.
- Research and resolve payment-related issues while maintaining a high level of customer service.
- Follow detailed Standard Operating Procedures (SOPs) and established controls while maintaining accuracy and productivity standards.
- Identify process improvement opportunities and work closely with team members to improve efficiency and effectiveness.
- Support continuous improvement, automation, and operational excellence initiatives.
- Collaborate effectively with team members and internal business partners to resolve issues and improve the carrier experience.
- Other duties or responsibilities as assigned according to the team and/or country-specific requirements.
QUALIFICATIONS
Required:
- High school diploma or GED.
- Minimum 1 year of experience in a financial support, financial operations, customer support, accounts payable, banking operations, shared services, or related role.
- Strong written and verbal English and Spanish communication skills.
- Ability to manage multiple priorities while maintaining a high degree of accuracy.
- Strong attention to detail and commitment to following established processes and controls.
- Ability to learn and apply complex procedures and business rules.
Preferred:
- Experience in customer service, carrier services, and payment/account-related processes.
- Quick learner able to multitask effectively in a fast-paced environment.
- Detail-oriented, highly organized, and proficient in Microsoft Office Suite.
- Enthusiastic, curious, self-motivated, and committed to continuous improvement.
- Strong troubleshooting, problem-solving, research, and analytical skills.
- Able to follow complex operational procedures, controls, and guidelines.
- Receptive to coaching, applies feedback effectively, and adapts to change.
- Demonstrates initiative in investigating issues and identifying solutions.
- Balances productivity, accuracy, and service expectations successfully.
CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.
Benefits
We offer a competitive benefits plan above the Mexican Labor Law. This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune 500 company.
