Description
Principal Duties and Responsibilities (in order of importance)
- Answer calls from our merchants and provide first call resolution
- Identify, analyze, and document information collected from merchants
- Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
- Ensure timely follow-up on merchant inquiries 100% of the time
- Troubleshoot technical problems to determine the root cause and provide a viable solution
- Analyze transactions, deposits, statements and account information to resolve and provide solutions for our merchants
- Maintain a high level of knowledge surrounding new products, equipment(s), features and services
- Meet or exceed production goals as outlined in the metrics scorecard
- Escalate issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
- Liaise with other areas of the organization to provide timely resolution to merchant inquiries
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude
Core Competencies:
- Excellent verbal and written communication skills
- Must be able to multi-task and be self-directed
- Flexible, easily adaptable; able to work in a dynamic and fast-paced environment
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with minimal supervision, and performs well in a team environment
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets
- High school diploma or equivalent
- Customer service experience is preferred
- Knowledge of payment processing industry and related procedures and products preferred
- Must be willing to work in an environment that requires 100% phone-based customer interaction
Work Schedule
- Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
- Must be willing to work in office three days per week
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