Agent Support Specialist

Why Join Us:

• We value our people and offer generous benefits - Medical, Dental, Vision benefits start day ONE! PLUS:
  Paid time off, 401K, paid maternity/paternity leave, tuition reimbursement, pet bereavement and more!
• There is a reason we boast numerous awards like “Great Place to Work Certified” and “Best Place to Work” For Moms, Dads, LGBTQ, and Veterans (just to name a few). At Deluxe, we know that great people make a great organization.
• A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why, we heard the people, benefits, family/home time, diversity, and team culture.

The Agent Support Specialist will be responsible for handling calls from the High Priority ISO group and escalation calls from existing ISOs as needed. Additionally, they will be responsible conducting new-hire trainings and identifying/coordinating ongoing educational and training opportunities for existing team members. Additional projects may also be assigned by the Agent Support Manager as needed.

• Assist Agent Support Specialists and Maintenance Support Specialists with training and escalated call resolution in an internal queue environment.
• Identify and coordinate ongoing educational/training opportunities for existing staff members
• Support the High Priority ISO phone queue and handle escalation calls from existing ISOs as needed
• Encourage open communication by listening attentively and actively
• Run and distribute reports for other departments and ISOs as assigned
• Assist with all other responsibilities assigned to the Agent Support and Maintenance Support groups as needed, including but not limited to

• HS/GED and 4 years of related experience or Associates and 2 years
• Must be 18 years of age or older
• Strong understanding of customer service skills for both internal and external parties.

• Some college preferred
• Ability to present complex information in a clear and concise manner
• Ability to develop rapport with sales agents and maintain strong working relationships
• Understanding of risk management, operations departments and other First American departments in order to accurately deliver information to outside reps
• Ability to quickly process correspondence and work items
• Above-average verbal and written communication skills
• Ability to maintain excellent call stats without sacrificing call quality
• Ability to understand complex merchant issues, determine the appropriate course of action, and follow through to ensure satisfactory resolution
• Ability to work as a member of a team
• Quick learner and able to adapt to change
• Working knowledge of the POS equipment supported by First American
• Ability to meet aggressive deadlines and juggle multiple priorities
• Dedicated to exceeding call quality standards

• Healthcare (Medical, Dental, Vision)
• Paid Time Off, Volunteer Time Off, and Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance
• Tuition Reimbursement

These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to