Merchant Service CS Representative

Overview

Job Details

Job Purpose:

At NCMIC/PSFS the position encompasses supporting all the roles in the merchant division, as well to our Merchant clients. Our role is accomplished by responding to merchant inquiries originating through phone calls and other correspondence, but also by making outbound service calls. We also support the business unit by Proofing new business, identifying, routing & setting up tickets for Retention purposes, creating Deployment requests and building files.

Knowledgeable about various company products and services. Extensive interaction with policyholders and other direct merchant prospects and customers.

• Responds to inquiries in a call center environment, by making or receiving calls to answer questions and resolve processing & cardholder issues.
• Requires knowledge of company products and services to respond to inquiries and consult with merchants to ensure they have the most efficient and cost-effective products for their needs.
• Need to be able to work online to answer questions and troubleshoot terminal issues.
• Need to be able to accurately reconcile a merchant statement.
• Actively work and complete the installation of merchant equipment.
• Complete daily ancillary tasks before 4 PM CT, when appropriate.
• Learn and be proficient with the 1st day proofing of new business.
• Promotes company products and services.
• Refer unusual or complex problems to the Merchant CS Manager.
• Utilizes various tracking and reporting systems to monitor merchant activity, documents merchant interactions and inquiries on the network system.
• The system should be maintained daily, and issues resolved within 48 hours when appropriate.
• Attends periodic training.
• Call monitoring expectation - average 85% to 90% on all QA’s for Merchant Processing.

• Performs other related job-related duties as required.

High school diploma. Associate or bachelor’s degree preferred, but not required.

At least one year of related experience, preferably in a call center or other direct customer response.

Requires excellent customer service skills and interpersonal skills. Must be able to effectively communicate and present information to clients, managers, and team members. Have strong PC skills, the ability to learn various computer systems and the merchant services business. Should have strong organizational skills, analytical and problem-solving skills. Must be able to interpret data, problem-solve and can complete work with little supervision.

Must be flexible and can work with a variety of tasks and employees.

Continuous sitting for long periods of time, some standing, walking, bending, and reaching. Frequent use of fingers and hands to manipulate computers, telephone, office equipment and credit card terminals.