Merchant Account Support Specialist

2 weeks ago

Phoenix, United States EC Suite Full time
Job DescriptionJob Description

EC Suite is a merchant services provider and registered merchant account service and solutions provider since 2002.  EC Suite has supported thousands of small and medium sized businesses, specializing in providing merchants with diverse and flexible products.  Our product offerings include credit card processing, e-commerce and point of sale solutions, and chargeback and risk management programs.  

The employee will require an in-depth knowledge of credit card payment processing and chargeback management processes.  The chargebacks and representation role is primarily responsible for handling incoming chargebacks, reviewing documentation, performing research, entering representments, and handling pre-arbitration cases on behalf of our clients for multiple card brand networks.

This employee will also be required to develop customer service strategies, and solid relationship management and business techniques.  This position requires someone who is agile, can overcome obstacles, highly energized, effective, and an effective communicator with strong interpersonal and team building skills.  This employee is responsible for serving a support role in Chargeback Management and working alongside Merchant Account Support.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Review daily incoming supporting documentation in response to merchant chargeback notifications
  • Review incoming chargeback files and validate if the documentation supports filing a representment on behalf of a merchant with the card brand networks
  • Review transactions to determine the appropriate network routing and then ensure network representment rules are met before submitting to the network for credit
  • Educate merchants on their chargeback dispute rights while supporting their activities within the relevant CRM
  • Efficiently use IrisCRM and TSYS Merlink for all updated account tracking activities according to company policies
  • Provide first level merchant support (phone and email) for a variety of merchant types (retail, ecommerce, MOTO) and integration methods (physical terminals, payment gateways, etc.)
  • Maintain strong decision making skills in accordance to all policies & procedures
  • Establish and maintain positive, professional relationships on an ongoing basis with all professional contacts

 

 QUALIFICATIONS:

  • Knowledge of CRM, MS Word, Excel, Adobe, and Outlook
  • Basic knowledge of credit card processing.
  • Basic knowledge of the credit card & ACH settlement process.
  • Minimum of two years of customer service experience, which include strong writing and communication skills.
  • Ability to be self-motivated and exhibit a high degree of professionalism.
  • Ability to communicate effectively with all levels of employees/management.
  • Ability to stay focused on the task at hand, ensuring that timelines are met and operations are not adversely impacted.
  • Ability to communicate using excellent verbal and written communication.

 

ATTENDANCE REQUIREMENTS:

  • This position is remote.
  • This position is full time.  Employee is expected to work a minimum of 40 hours weekly.
  • Employee is expected to be dependable and timely.
  • Hours for the role are Monday - Friday 7:00AM - 3:00PM MST. Some flexibility is available with hours for the right candidate.

 

 

Company DescriptionEC Suite is a merchant services provider and registered merchant account service and solutions provider since 2002. EC Suite has supported thousands of small and medium sized businesses, specializing in providing merchants with diverse and flexible products. Our product offerings include credit card processing, e-commerce and point of sale solutions, and chargeback and risk management programs.Company DescriptionEC Suite is a merchant services provider and registered merchant account service and solutions provider since 2002. EC Suite has supported thousands of small and medium sized businesses, specializing in providing merchants with diverse and flexible products. Our product offerings include credit card processing, e-commerce and point of sale solutions, and chargeback and risk management programs.

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