Accounts Resolution Specialist- Level III

Job Summary
The Level three Account Resolutions Specialist serves as the highest escalation point for complete, technical, and high-impact client account issues. This role demands expert-level problem-solving, in-depth knowledge of account management processes, a proactive approach to researching variables, and a strong working knowledge of the terminals and gateways used in payment processing. The Level Three ART specialist excels at analyzing and resolving intricate client and process related challenges. They work closely with internal teams, including IT, compliance, and senior leadership, to implement sustainable solutions, improve workflows, and prevent recurring issues. Additionally, this role plays a key part in mentoring lower-level specialists, refining support protocols, and contributing to process optimization initiatives that enhance overall operational efficiency and client satisfaction

Responsibilities:

Submission Analysis- Serve as the escalation point of contact for incoming phone calls, addressing client inquiries with professionalism and accuracy. Generates reports on ticket trends, resolution times, common escalation reasons, and root cause analysis with proposed resolutions. 100% review of each escalated case within 24 hours of notification in order to triage the priority in light of other tickets.

Mentorship- Mentor all team members in the intricacies of Payment Processing and Account Maintenance. Write our procedures how-to-guides, and continuing education resources on any topic that reaches level three that has steps that can be captured and documented. Acts as resource to Level One and Two ART, and assists them in ticket issuance and resolution once their tasks in Level Three are complete.

Metrics Tracking & Reporting- Maintain daily/weekly/monthly metrics, including total tickets assigned, resolved, and open tickets. Track trends and conduct root-case analysis to identify any process issues that can be addressed in order to mitigate escalations.

Qualifications:

• Education: Bachelor's Degree or equivalent; coursework in Business Administration, Payment Processing, or related field
• Experience: 2 years in customer service, payment processing, account management, or related field, with experience in handling escalated issues
• Knowledge: Experience with POS Terminals and payment gateways is a plus
• Communication: Excellent communication skills for coordinating between clients, processors, and internal teams.

Preferred Skills:

Customer Service Excellence – Demonstrates professionalism, patience, and empathy when addressing client inquiries implementing the Myriad Systems ELR strategy- Empathize, Localize, Strategize. Maintains a client-focused approach to deliver timely and accurate resolutions.

Communication Skills – Strong verbal communication to effectively manage phone interactions. Clear and concise written communication for email correspondence and ticket documentation.

Attention to Detail – Ensures accuracy in issuing and documenting service tickets. Identifies errors or inconsistencies in account records or service requests.

Problem-Solving Abilities– Quickly asses and resolves account issues within the Level Three ART Service Tier. Escalates Level Three Closure requests to the Account Resolution and Closure Specialist (ARC) appropriately while ensuring smooth handoffs.

Organizational Skills – Manages multiple tasks effectively, including monitoring emails, handling calls, interacting with third parties and maintaining metrics. Prioritizes workload to meet deadlines and service level agreements (SLA’s).

Application Process:

If you are a detail-oriented Applications Administrator with a commitment to accuracy and compliance, we encourage you to apply. Please submit your resume and a brief cover letter detailing your coding experience and relevant skills to tdemaj@myriadsystems.ai

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute:

• White Plains, NY 10601 (Required)

Ability to Relocate:

• White Plains, NY 10601: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000