Senior Client Support Specialist

2 weeks ago

Plano, Texas, United States Fortis Payment Systems LLC Full time
Job Overview

Position Summary:

As a Senior Client Support Specialist at Fortis Payment Systems LLC, you will be responsible for managing intricate and escalated inquiries related to merchant services. Your role will involve promptly addressing merchant and partner questions through various communication channels, including phone and email. You will play a crucial part in establishing best practices for evaluating, investigating, and resolving these inquiries on a daily basis.

Key Responsibilities:

  • Build and nurture strong relationships with merchants, partners, and internal teams.
  • Efficiently handle email correspondence using Outlook.
  • Manage internal and external communications through IVR and Ring Central.
  • Utilize available resources and techniques to address inquiries and resolve issues for merchants, partners, and internal departments.
  • Process Maintenance Requests on behalf of internal departments and merchants.
  • Facilitate changes related to bank accounts, contact information, and service rates.
  • Issue refunds and manage legal or business name changes.
  • Assist with PCI Compliance questionnaires and scans.
  • Demonstrate proficiency in various systems, including DocuSign and internal CRM.
  • Resolve complex inquiries that require thorough analysis and data collection.
  • Provide detailed explanations regarding month-end statements and overall rates.
  • Escalate issues to appropriate contacts within the organization or with processors.

Qualifications:

  • High school diploma or equivalent is required.
  • Experience in merchant services is preferred.
  • Background in financial services is advantageous.
  • Prior experience in a call center and processing complex documents is essential.
  • Strong written and verbal communication skills, along with excellent analytical abilities.
  • Ability to manage time effectively to meet service level agreements.
  • Capability to work independently as well as collaboratively within a team.
  • Proficient in analyzing data, prioritizing information, and making informed recommendations for account resolution.
  • Detail-oriented with the ability to handle multiple tasks simultaneously in a fast-paced environment.

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