Merchant Service CS Representative

Job Purpose

At NCMIC/PSFS the Merchant Services role supports all merchant division activities and Merchant clients by responding to merchant inquiries through phone and correspondence, making outbound service calls, and assisting with new business proofing, ticket routing & setting up Retention tickets, creating Deployment requests and building files. The position requires knowledge of company products and services and extensive interaction with policyholders and merchant prospects and customers.

• Respond to inquiries in a call center environment by making or receiving calls to answer questions and resolve processing & cardholder issues.
• Use knowledge of company products and services to consult with merchants and ensure they have the most efficient and cost‑effective products for their needs.
• Work online to answer questions and troubleshoot terminal issues and accurately reconcile merchant statements.
• Install merchant equipment and complete daily ancillary tasks before 4 PM CT.
• Learn and become proficient with first‑day proofing of new business and promote company products and services.
• Refer unusual or complex problems to the Merchant CS Manager.
• Utilize various tracking and reporting systems to monitor merchant activity, document merchant interactions and inquiries on the network system, maintaining the system daily and resolving issues within 48 hours when appropriate.
• Attend periodic training and maintain average call monitoring expectation of 85 %–90 % QA for Merchant Processing.

• High school diploma required; associate or bachelor’s degree preferred.
• At least one year of related experience, preferably in a call center or other direct customer response.
• Excellent customer service and interpersonal skills, strong communication and presentation skills.
• Proficient PC skills, ability to learn various computer systems and the merchant services business.
• Strong organizational, analytical and problem‑solving skills with ability to work independently and flexibly across tasks and employees.
• Physical ability to sit continuously for long periods, stand, walk, bend and reach, and frequent use of fingers and hands to manipulate computers, telephone, office equipment and credit card terminals.