UniPay Technical Support Representative

Position Overview

Technical and Customer Service support of the Uni Pay product and any associated applications to ensure efficiency, functionality and customer satisfaction for all Uni Pay users.

• Supports Uni Pay product and any associated applications, including basic set-up of new customers, setting up customers on the user’s system, resolving operational issues, obtaining necessary origination documentation, monitoring customer activity to ensure proper usage, and ensuring account maintenance.
• Is responsible for required Uni Pay reporting for both customers and other Municipal staff.
• Participates in the assigned “Daily & Monthly Responsibilities” rotation, including ACH Chargeback and ACH Notice of Change notifications credit card application processing and customer invoicing.
• Works closely with Uni Bank IT and other departments in resolving issues and fulfilling all client requests.
• Assists with the efficient and effective implementation of any Uni Pay upgrade migration process.

• Provides high quality end user support and services while providing excellent Customer Service to all Uni Pay customer users, resident users and Partner Bank users. Refers questionable issues to Uni Pay Supervisor as appropriate.
• Responds accurately to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations via phone, e-mail and bank Sharepoint site.
• Interacts with a diverse customer base in a service setting to tactfully solve problems, sometimes in difficult situations where conflict is encountered.

• Prepares Power Point presentations and instructional manuals, as needed, to be used by both customer and Sales teams.

• High school diploma or equivalent required
• One year of business experience required.
• Working knowledge of Microsoft Office applications required, advanced Word and Excel skills preferred.
• Must have strong verbal, written, math and customer service skills.
• Ability to travel to customer locations as needed.
• Detail oriented and able to work independently, make routine decisions, adapt to various software packages and handle stressful situations with poise and tact.

Uni Pay Direct TM, Inc. was founded in 2009. A subsidiary of Uni Bank, Uni Pay Direct  offers a user-friendly, state-of-the-art online and over-the-counter payment solution that streamlines processing and administration. The product, Uni Pay Direct TM, is based off of Uni Bank’s corporate product, Uni Pay GoldTM, which is sold directly to banks, municipalities, government agencies, and organizations throughout Massachusetts.

Uni Pay is a proprietary, open-ended and highly flexible online payment platform that streamlines online payment processing, allowing you to accept electronic payments and credit card payments quickly and securely online. Uni Pay allows for one-time and reoccurring payments, registration-based payments, electronic invoicing and much more. Uni Pay online payment processing services apply to small, medium, and enterprise businesses and non-profits and can be customized to suit your specific needs.

The levels of customization range from a very simple and straightforward payment screen to one with more robust and sophisticated functionality including pre-populated forms and interface capabilities.

We are Uni Bank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don t abide by the doctrine of big, national banks. What we believe is different. What we believe is unique. We believe in our community. And we believe in the people who live here. We believe in committing time and financial support to local nonprofits.

We believe in finding innovative solutions for affordable housing, community development and independent business. And yet, we are bankers. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003,…