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Customer Service - Merchant Services
American Express
Phoenix, AZ, United States
Job Details - this job has expired, please see similar jobs below
The Customer Care Professional’s primary responsibility will be delivering Relationship Care through efficient and effective completion of Bank Cases from our Merchants via CPPS. The Customer Care Professional will be required to understand the policy and procedures associated with the different type of bank cases they will be required to complete. In addition, they will need to understand the differences of each Tier 1 and 2 merchants in order to support other Back Office functions when necessary.
The successful candidate will need to accurately process any of the following maintenance requests:
• Chain Add/Set ups, Maintenance, Banking, Chargeback’s, Account Inquiry & Multiple Requests, Franchise set-ups.
• Research lost or missing submissions, process invoices for certain industries, determine and prepare processes for PC automation, determine root cause.
• Research activities and identify trending issues/ concerns.
• Partner with Account Specialist to resolve merchant issues.
• Improve merchant satisfaction by completing requests timely and accurately.
• Drive increased Online Merchant Services and Secure Message Center email platform usage.
In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from Merchants, evaluating and analyzing merchant account information and then making banking changes as requested.
Qualifications
• Merchant Services experience strongly preferred
• Strong analytical and collaboration skills
• Excellent time management skills, adherence, and flexibility to work with strict deadlines
• Excellent written and verbal communication skills
• Demonstrates ability to be self directed with excellent follow through
• Excellent time management skills, flexibility and able to work with strict deadline
• Customer focused with a high level of urgency; role model for delivering
• Extraordinary Relationship Customer Care
• Strong problem-solving and organizational skills
• Demonstrates informal leadership skills
• Able to interact professionally with all levels of internal/external customers
• Demonstrates the ability to improve processes and measure re-engineering benefits
• Ability to manage multiple tasks simultaneously
• Working knowledge of MS Office products, i.e. Excel, Word, PowerPoint etc...
• Experience working and thriving in a fast-paced and high-volume work environment
• Demonstrated ability to drive metrics and take personal accountability for performance
• Demonstrated ability to multi-task, while ensuring policies and procedures are being followed
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
ReqID: 18019337
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 14, 2018, 12:48:26 PM