Customer Service Representative

JOB SUMMARY:

Under the guidance of management assist with carrying out the duties required in providing excellence Customer Service, merchant profile updates and technical support. Responsible for processing daily data reconciliation and support to billing operations.

PRIMARY FUNCTIONS: (Other Duties May Be Assigned)

• Manage large amounts of inbound & outbound calls
• Maintain and manage Support inbox and ticketing system
• Maintain account profiles by recording account information
• Review incoming change requests, collect necessary documentation and update account data
• Demonstrate patient and friendly attitude while providing excellent Customer Service
• Identify and assess customer’s needs to achieve satisfaction
• Provide clear and professional verbal and written communications
• Handle complaints and unpleasant customers. Resolve customer’s issue by determining cause of problem, explain best solution to solve, expedite correction/update and follow up to ensure resolution
• Conduct account audits on new & existing merchants
• Set up new merchant accounts and assist merchants through the set up
• Request and review proof of authorizations
• Assist with merchant compliant reviews
• Ensure Support SLA are met daily
• Monitor transaction reports for possible fraud and anomalies
• Communicate potential fraud and high-risk account alerts to appropriate areas
• Support billing operations
• All other duties as assigned

QUALIFICATIONS:

Education/Training/Experience:

Required: Minimum 3 years in Customer Service, preferably call center. High School diploma or equivalent.

Desirable:

ACH Experience

Bachelor’s Degree preferred or equivalent work experience

Experience in Bankcard and/or ACH preferred

Experience in Banking preferred

Knowledge of:

• Possess knowledge banking and payment industry trends
• Experience with various computer skills: Microsoft Access, Word, Excel, Outlook and Internet savvy.

Abilities:

• Strong ability to multi-task
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrate passion for excellence with respect to treating and caring for customers
• Possess a pleasant, patient and friendly attitude
• Strong detail orientation and communication/listening skills
• Willingness to work a flexible schedule and overtime when needed
• Possess a strong work ethic and team player mentality
• Knowledge of technical support issues related to Internet connectivity and troubleshooting experience
• Ability to function in a fast-paced, changing environment with multiple priorities
• Communicate effectively, written and verbal.
• Prioritize all tasks appropriately.