Bankcard Operations Representative I - Customer Service

Westamerica Bank•Santa Rosa, CA

13d•Onsite

About The Position

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee. Weekly Working Hours: 40. Redwood Merchant Services, a division of Westamerica Bank, serves national accounts in the merchant bankcard industry. Redwood offers credit card processing products and services for new and existing businesses to accept payments in-store, over the phone and online. Redwood has been in the merchant acquiring business for 30 years, we are America’s largest of our size merchant acquirer. Our strengths are our people, merchants and business partners. Located in Santa Rosa.

Requirements

3+ years of customer service in a fast-paced environment.
Merchant Services/Acquiring industry desired but not required.
Capable of making quick, sound decisions with the ability to justify recommendations.
Work well in a dynamic environment both individually and as part of a team.
Strong research and analytical skills.
Proficient in Word, Excel, and Outlook.
Ability to "prioritize" workflow while being able to handle "multiple tasks" and stay organized.
Possess the initiative to suggest and implement new ideas.
Excellent written and verbal communication skills.
Excellent interpersonal and communication skills.
Ability to work collaboratively within a small team environment.
Experience working in Customer Service a plus but not required.
Minimum education required.
Minimum number of years experience required.
Ability to work within specific deadlines, in a team environment, as well as independently within appropriate cost and budget guidelines.
Must prioritize multiple projects.

Nice To Haves

Merchant Services/Acquiring industry desired but not required.
Experience working in Customer Service a plus but not required.

Responsibilities

Work with merchants, partners, vendors and internal staff under the guidance of the department supervisor.
Balance incoming calls with fact-finding questions and research to resolve merchant inquiries and service-related questions.
Understand that merchant’s communication is different across the country and be empathetic to the needs of the caller, whether merchant or service related.
Meet and exceed customer expectations by providing introductory information for new merchants.
Ensure that merchant questions are answered in a satisfactory manner and that the merchant is satisfied with the level of service given.
Determine the quickest, most effective ways to answer a merchant or partner's questions.
Escalate queries and concerns with troubleshooting common issues with uncommon twists.
Board new front-end accounts in our processing platforms.
Assist with the installation of new hardware & troubleshoot technical problems.
Collaborate and share ideas, problems and solutions, documenting merchant calls results.
Take direction, implement direction and provide feedback on call results.
Other duties as assigned.