Merchant Support Lead

Maverick Payments • Calabasas, CA

21h • $29 - $35 • Onsite

About The Position

Under the direction of Merchant Success Manager, the Merchant Success Lead is responsible for providing payment-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.
Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
Retaining and sharing knowledge gained by supporting peers and leaders as well as assisting with onboarding Merchant Support Representative I & II new hires, reviewing resource material and providing check-ins.
Coaching and assisting in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information.
Assist with complex Chat Support issues for the Merchant Success team.
Assist with PCI compliance and certification, password resets, dashboard navigation, etc.
Providing, sharing feedback and constructive training to the team to adhere to company policies and procedures.
Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
Handling complex client escalations via telephone, email, chat and any future channel.
Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance.
Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
Supporting specialized projects and complex on an as-needed basis to full follow thorough and final completion as directed by the leadership team.
Other duties assigned.

Requirements

• High school diploma or equivalent.
• 2+ years payments industry experience in call center or customer support related role.
• 2+ years’ experience in payment processing, specifically terminal technical support.
• 1 year in ticket inquiry handling, reconciliations, and handling support escalations. Some leadership experience
• Proficiency with Microsoft Suite
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate in an effective manner.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy.
• Ability to ensure that one's own and other's work and information are complete and accurate. The ability to carefully prepare for meetings and presentations. The ability to follow up with others to ensure that agreements and commitments have been fulfilled
• Ability to support, promote, and ensure alignment with the organization's vision and values. The 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.
• Lead by example and pose self-awareness
• Ability to prevent, manage, and /or resolve conflict.

Responsibilities

• 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.
• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Retaining and sharing knowledge gained by supporting peers and leaders as well as assisting with onboarding Merchant Support Representative I & II new hires, reviewing resource material and providing check-ins.
• Coaching and assisting in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information.
• Assist with complex Chat Support issues for the Merchant Success team.
• Assist with PCI compliance and certification, password resets, dashboard navigation, etc.
• Providing, sharing feedback and constructive training to the team to adhere to company policies and procedures.
• Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
• Handling complex client escalations via telephone, email, chat and any future channel.
• Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance.
• Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Supporting specialized projects and complex on an as-needed basis to full follow thorough and final completion as directed by the leadership team.
• Other duties assigned.

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 up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED