Payments Analyst

Quilt LLC•Provo, UT

4h•$50 - $55

About The Position

Quilt is looking for an experienced Payment Support Specialist to join our growing CX team! In this role, you will serve on a team of support specialists and act as an internal advocate for our customers. The Payment Support Specialist is vital in helping our new and existing customers troubleshoot and resolve issues around processing and payments.

Requirements

BA or BS degree (preferred but not required)
1-2 years of work experience in customer service, software implementation, or customer onboarding.
Experience with Google Suite, outlook and Salesforce preferred but not required.
Ability to manage multiple tasks.
Proactive and innovative approach to work.
Superb written and verbal communication skills with an understanding of situational best practices.
Unmatched organizational skills.
Positive attitude and empathetic demeanor.
A strong commitment to providing excellent customer service.
Ability to work collaboratively with cross-functional teams.

Responsibilities

Customer Support: Respond to escalated customer inquiries regarding payment issues through various channels (phone, email, chat, transfer from Product Support).
Issue Resolution: Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
Transaction Monitoring: Monitor payment processing systems to ensure transactions are completed successfully.
Documentation: Maintain accurate records of customer interactions, transactions, and issues resolved.
Payment Process Management: Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
Meet Key Service Metrics: Ensure service quality by meeting key performance indicators, including CSAT (Customer Satisfaction) scores, SLA (Service Level Agreement) adherence, response/resolution times, and overall service efficiency.
Inbound Phone Queue Management: Manage the inbound phone queue to ensure timely and effective resolution to customer calls.
Hardware Support: Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
Bank Changes: Handle inquiries and processes related to bank account changes for payment processing.
Partner Collaboration: Work with payment partners to elevate or escalate ongoing issues and ensure timely resolution.