Merchant Support Representative II

Role Overview

• Provide payments related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction.
• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintains an accurate and complete record of all inquiries and problems handled.
• Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge.
• Utilizing all tools and systems consistently to enhance department knowledge.
• Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires.
• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Providing basic level technical assistance.
• Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
• Assist with address and basic account update requests.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handling complex client escalations via telephone, email, chat and any future channel.
• Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Supporting specialized projects on an as-needed basis to fully follow through and final completion as directed by the leadership team.

Requirements

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Ability to approach a problem by using a logical, systematic, sequential approach.
• Ability to listen to others and communicate in an effective manner.
• Able to communicate ideas, thoughts, and facts in writing and otherwise.
• Ability to prevent, manage, and/or resolve conflicts.
• Ability to work autonomously while producing a high output of quality work.
• Ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

Benefits

• Competitive Salary, Bonuses, and Incentives.
• Comprehensive employer-sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!