What are the responsibilities and job description for the Sr. Customer Service Specialist position at Fortis?
Description
OVERVIEW
As a Senior Customer Service Specialist, you will take ownership of the most complex and escalated situations related to merchant services. You will quickly and efficiently respond to our merchant and partner inquiries via telephone and/or email and will establish best practices for assessing, researching and resolving these inquiries on a daily basis. You will provide feedback and support for the development and implementation of standardized processes to increase efficiency and productivity and will ensure guidelines are reviewed and updated for accuracy. To be successful in this role, you must have a proven track-record of working successfully in a heavy call environment while maintaining a courteous, positive and upbeat demeanor. You will excel as you build credibility with our merchants and partners by consistently demonstrating expertise and professionalism in all you do.
ESSENTIAL DUTIES
- Develop and maintain strong relationships with merchants, partners and internal departments
- Effectively manage email communication via Outlook
- Effectively manage internal and external communication via the IVR and Ring Central
- Utilize resources and techniques to answer questions and solve problems for merchants, Partners, and internal Fortis Departments.
- Complete Maintenance Request on behalf of internal Fortis Departments and merchants
- Bank Account Change
- Phone/Address/Email Change
- Lowering Rates/Fees
- Issuing Refunds
- Legal Name/Business Name Change
- Principal Changes/Additions
- Additional Entitlements
- ACH Rejections
- Understand and effectively communicate different online reporting tools that Fortis Supports based on processor/relationship
- Understand basic functionality/services of the Fortis (Zeamster) Gateway
- Assist customers with PCI Compliance questionnaire/scan
- Proficiency in using the below systems:
- DocuSign
- Internal Fortis CRM
- Microsoft Suite (Outlook, Word, Excel, PowerPoint)
- Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
- Deposits/Withdrawals/Reconciling Inquiries
- Answer in depth questions regarding month end statements
- Calculating overall rate
- Escalate issues to the proper contacts with the Processor directly or internally
- Working with the Processor or Internal Departments at Fortis for a resolution
Requirements
- High school diploma or equivalent required
- Merchant services experience preferred
- Financial services experience preferred
- Must have prior call center experience and experience processing complex documents
- Excellent written and verbal communication skills with strong PC and analytical ability
- Ability to manage time wisely to meet our service level agreements
- Ability to work independently and with a team
- Ability to analyze data, prioritize information and make appropriate recommendations for account resolution
- Ability to manage time effectively and prioritize task completion to meet deadlines
- Must be able to meet critical deadlines and work under pressure in a stressful environment
- Must be detail oriented, an independent thinker, and able to handle multiple tasks concurrently
