Premier Merchant Support Representative

Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.

As we continue to expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Payfirma and Barnet.

Toronto (hybrid role)

Full-time, salaried

$65K - $70K

• Serve as the primary point of contact for high value customers, ensuring timely intake, assessment, and coordination with internal departments (e.g., Operations, IT, Risk) to drive resolution and deliver seamless customer experience
• Act as a key liaison between high value customers and internal departments, ensuring high value customer needs are clearly communicated and that internal teams deliver the required services, support, and solutions in a timely and efficient manner
• Assist high value customers in understanding their monthly statements and navigating the chargeback process, providing clear explanations and support to ensure transparency and confidence
• Leverage knowledge of risk mitigation tools and procedures (e.g., reserves, diverts) to educate and guide high value customers, promoting informed decision-making and compliance
• Create, track, and manage service tickets from initiation through resolution, ensuring timely follow-up and coordination with relevant teams to meet service level expectations
• Train and support high value customers in the setup and operation of payment processing equipment, including hands-on troubleshooting to resolve technical issues and ensure uninterrupted transaction flow
• Effectively communicate resolutions to all monetary-related inquiries from high value customers, ensuring clarity and accuracy regarding their accounts
• Investigate merchant transaction histories and reconcile discrepancies by analyzing processing data across various reports and supporting documents to ensure account accuracy and integrity
• Demonstrate openness to coaching and feedback, maintaining a positive and professional attitude to continuously improve service delivery and client support
• Actively contribute to departmental improvements and cross-functional initiatives, supporting special projects as assigned by management to enhance operational efficiency and service quality

• Bachelor’s Degree required
• A minimum of 2 years of merchant services experience strongly preferred
• Hands-on experience and working knowledge of credit card terminals and point-of-sale (POS) devices, including setup, troubleshooting, and day-to-day operation strongly preferred
• Able to consistently perform in a high stress environment, under substantial deadlines
• Maintains professionalism and composure when interacting with high value customers in high-stress or emotionally charged situations
• Excellent organizational, verbal/written communication, and customer service skills
• Set priorities and manage workflow to ensure efficient, timely, and accurate processing of all responsibilities
• Proven analytical skills and strong business acumen
• Able to thrive in a team environment and build/maintain professional relationships with co-workers and high value customers
• Excellent follow-through skills.
• Desire to learn and grow in industry knowledge

• Experience with Microsoft Office,…