Sr. Customer Service Specialist
2 weeks ago
DescriptionOVERVIEWAs 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 DUTIESDevelop and maintain strong relationships with merchants, partners and internal departmentsEffectively manage email communication via OutlookEffectively manage internal and external communication via the IVR and Ring CentralUtilize 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 merchantsBank Account ChangePhone/Address/Email ChangeLowering Rates/FeesIssuing RefundsLegal Name/Business Name ChangePrincipal Changes/AdditionsAdditional EntitlementsACH RejectionsUnderstand and effectively communicate different online reporting tools that Fortis Supports based on processor/relationshipUnderstand basic functionality/services of the Fortis (Zeamster) GatewayAssist customers with PCI Compliance questionnaire/scanProficiency in using the below systems:DocuSignInternal Fortis CRMMicrosoft Suite (Outlook, Word, Excel, PowerPoint)Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of dataDeposits/Withdrawals/Reconciling InquiriesAnswer in depth questions regarding month end statementsCalculating overall rateEscalate issues to the proper contacts with the Processor directly or internallyWorking with the Processor or Internal Departments at Fortis for a resolutionRequirementsHigh school diploma or equivalent requiredMerchant services experience preferredFinancial services experience preferredMust have prior call center experience and experience processing complex documentsExcellent written and verbal communication skills with strong PC and analytical abilityAbility to manage time wisely to meet our service level agreementsAbility to work independently and with a teamAbility to analyze data, prioritize information and make appropriate recommendations for account resolutionAbility to manage time effectively and prioritize task completion to meet deadlinesMust be able to meet critical deadlines and work under pressure in a stressful environmentMust be detail oriented, an independent thinker, and able to handle multiple tasks concurrently#J-18808-Ljbffr
by Jobble
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