Sr. Customer Service Specialist
2 weeks ago
Description
OVERVIEW
As a Senior Customer Service Specialist, you will take ownership of the most complex and escalated situations related to merchant services. You will quickly and efficiently respond to our merchant and partner inquiries via telephone and/or email and will establish best practices for assessing, researching and resolving these inquiries on a daily basis. You will provide feedback and support for the development and implementation of standardized processes to increase efficiency and productivity and will ensure guidelines are reviewed and updated for accuracy. To be successful in this role, you must have a proven track-record of working successfully in a heavy call environment while maintaining a courteous, positive and upbeat demeanor. You will excel as you build credibility with our merchants and partners by consistently demonstrating expertise and professionalism in all you do.
ESSENTIAL DUTIES
Develop and maintain strong relationships with merchants, partners and internal departments
Effectively manage email communication via Outlook
Effectively manage internal and external communication via the IVR and Ring Central
Utilize resources and techniques to answer questions and solve problems for merchants, Partners, and internal Fortis Departments.
Complete Maintenance Request on behalf of internal Fortis Departments and merchants
Bank Account Change
Phone/Address/Email Change
Lowering Rates/Fees
Issuing Refunds
Legal Name/Business Name Change
Principal Changes/Additions
Additional Entitlements
ACH Rejections
Understand and effectively communicate different online reporting tools that Fortis Supports based on processor/relationship
Understand basic functionality/services of the Fortis (Zeamster) Gateway
Assist customers with PCI Compliance questionnaire/scan
Proficiency in using the below systems:
DocuSign
Internal Fortis CRM
Microsoft Suite (Outlook, Word, Excel, PowerPoint)
Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
Deposits/Withdrawals/Reconciling Inquiries
Answer in depth questions regarding month end statements
Calculating overall rate
Escalate issues to the proper contacts with the Processor directly or internally
Working with the Processor or Internal Departments at Fortis for a resolution
Requirements
High school diploma or equivalent required
Merchant services experience preferred
Financial services experience preferred
Must have prior call center experience and experience processing complex documents
Excellent written and verbal communication skills with strong PC and analytical ability
Ability to manage time wisely to meet our service level agreements
Ability to work independently and with a team
Ability to analyze data, prioritize information and make appropriate recommendations for account resolution
Ability to manage time effectively and prioritize task completion to meet deadlines
Must be able to meet critical deadlines and work under pressure in a stressful environment
Must be detail oriented, an independent thinker, and able to handle multiple tasks concurrently
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