Account Specialist IV- Merchant Solution Center

Come join our Merchant Solution  Group, that focuses on developing and delivering solutions tailored to the needs of merchants, stakeholders, and our employees.

As an Account Specialist IV in Merchant Solution  Group, you will be responsible for leading our call center and/or back-office teams. You will provide real-time assistance to our frontline specialists for any assistance needed to service customers. In addition, you will partner and collaborate with the leadership team in executing various projects and initiatives to improve overall service to merchants, stakeholders, and our employees. You will also provide immediate feedback to frontline specialists for any performance-related opportunity.  

 Job responsibilities

• Assist frontline specialists with escalations and general support needs via assist queue and other means of online communications
• Monitor queues, specialists adherence, and share service level updates
• Assist with Request System Access (RSAM)/Access Management Group (AMG)/End User Request (EUR) tickets
• Follow outage procedures during on and off hours
• Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
• Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
• Act as subject matter expert and peer support during training and/or upskilling
• Lead special projects and tasks as assigned by Management

  Required qualifications, capabilities, and skills

• 1 plus years payments industry experience servicing US-based clients/merchants
• Possess experience in Merchant Services Enterprise Call Center (ECC) or related function 
• Ability to work in an environment that requires 100% phone-based customer interaction 
• Take ownership of each customer interaction while treating customers with respect and responding with empathy
• Ability to navigate multiple technologies while staying engaged with customers and be able to document customer account activities thoroughly and concisely
• Strong customer focus with the ability to have detailed conversations with customers
• Ability to work independently and in a team environment
• Able to think critically and exercise independent judgement as well as integrity to ensure the appropriate customer outcome
• Must be willing to work schedules during our operating hours, which include evenings, weekends, and holidays

  Preferred qualifications, capabilities, and skills

• Proficient with data tools (excel, database), data visualization tools (powerpoint, tableau)
•  Ability to present data to our partners and stakeholders with confidence and authority 
• 1 plus years of customer interaction or customer support experience, either by phone or face to face