Executive Client Specialist

3 weeks ago

Jacksonville, United States Paysafe Full time

About Paysafe:

Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.


Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.


To help us fuel accelerated growth, we are looking for an experienced Executive Client Specialist. This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of 3 in office working days and 2 remote working days during the work week.


The main function of an Executive Client Specialist is to service the top Paysafe partner accounts (inbound call queue & incoming cases & email queue). Primary objective is to exceed client expectations while resolving their issues pertaining to their merchant portfolio. This role is complementary to our sales efforts and has direct impact on future revenue. Individual must focus on quality, pricing and product differentiation. Position must create and retain partner loyalty by providing a differentiated experience through rapport and industry expertise. Additional responsibilities may be assigned by the manager.


Your responsibilities would include:

  • Provide consistent, timely, & accurate information to our partners
  • Assist agents with Technical questions
  • Articulate how a new account is received, underwritten, and booked.
  • Answer questions regarding Underwriting Guidelines.
  • Answer questions regarding card processing industry and products.
  • Adhere to company and department’s attendance and punctuality policy and procedure.
  • Evaluate competitor’s financial statements and create cost comparison.
  • Respond/resolve to complaints & conflicts
  • Handle operational details
  • Explain policies and procedures
  • Explain and consolidate Residuals
  • Research Merchant accounts on Partner’s behalf
  • Work as liaison for our Partners with internal departments
  • Work as initial escalation point for partner issues
  • Track and report daily individual representative Salesforce cases, calls taken, logged in time and rolled calls
  • Track and report daily/weekly/monthly department statistics including Salesforce cases, and accumulated calls


You have:

  • Ability to handle higher level tasks; including being proactive to solve issues, work with members of management and influence the actions of others.
  • Extremely organized and detail oriented.
  • Excel in a fast-paced environment and ability to meet deadlines.
  • Able to handle multiple tasks simultaneously.
  • Dependable with strong follow through skills.
  • Ability to handle difficult phone calls and remain calm and courteous under pressure.
  • Excellent written and verbal communication skills.
  • Good data entry and keyboard skills.
  • Knowledge of Agent/ISO/ISV business models.
  • Ability to “own” issues & see them through resolution.
  • Sense of “urgency” in actions & responsiveness to clients.
  • Support & service “mind set” always.
  • Be a good “corporate citizen”.


Experience and Education:

  • Bachelor’s Degree or 4 years’ equivalent industry experience.
  • 2 Years’ Bankcard experience.
  • Minimum 1 year in a Sales Support role with proven progressive responsibility and leadership capabilities
  • Customer service / relationship building experience
  • Leadership or Supervisory experience a plus, but not required
  • Merchant acquisition/processing experience.


Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact. We encourage you to apply even if your experience does not exactly align as we value diverse thoughts, experience, and backgrounds.


Equal Employment Opportunity:

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.

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