Merchant Services Customer Support Representative

1 week ago

The Woodlands, United States Woodforest Acceptance Solutions Full time
Job Overview

Position Summary:

The Merchant Services Customer Support Representative plays a vital role within the Merchant Support division, delivering administrative and client service assistance for the Merchant Services Branch Network, Merchant Clients, and Merchant Sales personnel. This role utilizes acquired expertise and training to guarantee exceptional support and service at all times.

Primary Responsibilities:

  • Deliver a positive client experience through high-quality service and effective communication.
  • Manage incoming client service or support requests via phone, email, or case creation.
  • Investigate and resolve intricate client issues through incident identification, isolation, resolution, and escalation when necessary.
  • Assist management with retail and client escalations.
  • Resolve incidents and fulfill requests using Client Relationship Management (CRM) software.
  • Identify, troubleshoot, and rectify technical issues impacting customers' payment acceptance capabilities, escalating to senior product managers and third-party service providers when required.
  • Document client information and adhere to problem-solving processes, including decisions made, actions taken, and final resolutions.
  • Collaborate with other departments to improve current designs, implementations, processes, and issue resolutions.
  • Support risk monitoring initiatives to aid in loss mitigation.
  • Conduct statement analysis to facilitate appropriate pricing offers.
  • Assist with documentation requirements and data entry for new account setups.
  • Support report generation and process flow as needed.
  • Monitor and maintain equipment inventory levels.
  • Perform additional job-related duties or special projects as assigned.
  • Manage service level agreements (SLAs).

Required Competencies:

  • Proficient in Microsoft Office Suite (PowerPoint, Excel, Word, Outlook, SharePoint) and adept at navigating banking software applications and related websites.
  • Excellent organizational skills with the ability to prioritize tasks and multitask in a dynamic environment while maintaining attention to detail.
  • Strong customer service focus with effective problem-solving skills.
  • Ability to interact and communicate effectively with both internal and external stakeholders.
  • Collaborative team player who contributes to a positive departmental atmosphere.
  • Open to learning, adaptable, and willing to embrace new challenges.

Minimum Qualifications/Experience:

  • 2-3 years in a support-related role emphasizing quality and customer care.
  • Bi-lingual in Spanish and English is required.

Education & Certification:

  • High School Diploma or equivalent.

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