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Job Title Client Support Specialist I
What does a great Client Support Specialist do?
You will provide support for Merchant Services clients who utilize our services to provide credit card and payment solutions to their customers. Through a balanced focus on first call resolution and recognizing platform solutions to assist our clients grow their business. We collaborate with our clients through phone calls, email and on-line chat services. You will possess knowledge of multiple products and develop the ability to deepen or retain relationships through service and sales. The Client Support Specialist will perform account-related transactions and may also be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.
As a Client Support Specialist you can look forward to being the front line support of our banking partners and providing excellent customer service and client experiences! We build and make a direct impact with merchants that provide services to everyday consumers while utilizing our systems and business tools.
You’re the kind of person who loves to-
Acts as a point of contact for all day-to-day related merchant inquiries and own all client resolution by addressing clients immediate and future needs.
Navigate through various Merchant Services subsystems, including North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries.
Effectively respond to merchant issues concerning interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting.
Explain reporting of BAMS systems and products to merchants to resolve their concerns and answer their questions. Support merchants on all aspects of POS/PC equipment.
Resolve merchant inquiries concerning billing, reporting, payments, products and solutions researching and responding with a solution. Train merchants on back office tools as applicable.
Routes, maintains and tracks outstanding servicing requests and provides detailed follow up.
Basic Qualifications for Consideration:
High School Diploma or Equivalent
2+ years customer service experience
2+years with multiple computer system platforms
Highly developed sense of integrity and dedication to customer satisfaction
Demonstrated passion for excellence with respect to interaction with customers
Ability to communicate clearly and professionally, both verbally and in writing
Ability to handle complaints and unpleasant customers
Possess a pleasant, patient and friendly attitude
Solid attention to detail and communication/listening skills
Possess a strong work ethic and team player mentality
Medium to high proficiency with Microsoft Outlook, Excel and Internet Explorer
Preferred qualifications for considerations:
Bachelor’s or Associates Degree
Familiarity with performance requirements – Voice of the Customer, Quality, Schedule Adherence, etc.
1 year experience with multi-line telephones and online noting systems
Works in an office environment involving sitting most of the time at a desk in front of a computer. The worker is subject to close visual acuity to perform activities such as arranging and analyzing data and viewing a computer screen to read and enter data.
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