MS Client Support

Simpay is looking for a Client Support Representative to help nurture long-term relationships with our clients and sales representatives. This position helps resolve any issues that arise and ensures client satisfaction. The ideal candidate is an excellent communicator who can grasp client needs with critical thinking skills to resolve them quickly and efficiently.

This role collaborates cross functionally with our Merchant Services Operations and Sales Support teams. This primary responsibilities of the position include: helping our existing clients and sales representatives, such as, facilitating back-end updates, account changes, and general inquiries all while ensuring proper processes and procedures are followed appropriately. The individual to fill this role should expect to work in a team environment and independently.

As a key member of the Client Support team, the Client Support Representative plays a pivotal role in the organization to ensure requests are processed timely and ensuring the security of our clientele while maintaining strong professional relationships.

Responsibilities
 

• Answer inbound calls and emails from existing clients and sales representatives regarding their merchant services account.
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
• Always maintain a courteous and calm manner to de-escalate stressful situations.
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
• Manage workload within our internal system of record by logging and completing tickets for each inbound call and internal/ external emails assigned to you.
• Manage and complete account information updates which includes banking, address, phone number, contact details, and other similar changes.
• Maintaining KPI’s such as phone interactions, emails, and ticket response times.
• Assist, educate, and resolve inquiries pertaining to funding, statements, PCI (Payment Card Industry) compliance, rates, and fees.
• Escalates unresolved client issues with pertinent information included to all appropriate resources.
• Document each interaction in a clear and concise manner in our database and all other applicable systems.
• Process supply orders, returned statements, refund requests, and other invoice-related requests.
• Understands the importance of following proper processes and procedures to ensure the security of Simpay and our clients.