Merchant Support Rep I

Maverick Payments • Calabasas, CA

1d • Onsite

About The Position

Under the direction of the Manager of Client Services, the Merchant Success Representative I is responsible for providing payments related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction. This role involves providing first-class customer service/support via telephone, email, chat, and any future channel. The representative will triage inbound customer communications, monitor the priority of tickets assigned to the queue, and process and escalate tickets accordingly. Maintaining an accurate and complete record of all inquiries and problems handled is crucial. The role requires absorbing and retaining a large quantity of departmental system, policy, and procedure knowledge, and utilizing all tools and systems consistently to enhance department knowledge. Acting as an interdepartmental support guidance liaison and providing solutions is also a key responsibility. The representative will educate and assist with various merchant services functions including, without limitation, batch, funding, reconciliation, and tax reporting. Providing basic level technical assistance, lending assistance with PCI compliance and certification, password resets, and dashboard navigation are also part of the duties. Assisting with address and basic account update requests, and following all card brand compliance rules and regulations for the security and integrity of sensitive information are essential. Handling client escalations via telephone, email, chat, and any future channel is required. The role encourages an open mind to continued process improvements and innovation by offering suggestions to increase overall team performance, and requires critical thinking by strategically eliminating barriers and offering solutions to overcome challenging situations. Supporting specialized projects on an as-needed basis to full follow-through and final completion as directed by the leadership team, and performing other duties as assigned are also expected.

Requirements

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Proficiency with Microsoft Suite
• Ability to effectively identify, troubleshoot and problem solve.
• Ability to listen to others and communicate in an effective manner.
• Possesses strong analytical and research skills with strong attention to detail.
• 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.
• Demonstrates a level of credibility this is 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.

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.
• Acting as interdepartmental support guidance liaison and providing solutions.
• 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 brad compliance rules and regulations for the security and integrity of sensitive information.
• Handling 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.
• Critical thinking by strategically eliminating barriers and offering solutions to overcome challenging situations.
• Supporting specialized projects 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 matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

What This Job Offers

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