Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together. Summary of This Role Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. What Part Will You Play? Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution. Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under Global Payments quality certification programs. What Are We Looking For in This Role? Minimum Qualifications High School Diploma or Equivalent Typically Minimum 2 Years Relevant Exp Phone customer service experience Preferred Qualifications Typically Minimum 2 Years Relevant Exp On phone customer service experience; Global Payments systems end user experience What Are Our Desired Skills and Capabilities?\ Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations. Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments. The US base salary for this full-time position is approximately $17.50 to $20.00 per hour benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/ We anticipate to finish receiving applications on April 26th, 2024. #LI-Hybrid #LI-TP1 Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. Join Our Talent Community! Heartland is a financial technology company focused on fast, simple, and secure payment processing and payroll services. Our products include point of sale systems, online and mobile payments, HR tools, customer engagement efforts, capital lending, and much more. We serve nearly every industry and are proud to help businesses prosper through creative solutions, customer advocacy, and unmatched service. At Heartland, our guiding principles are innovation, quality, customer care, security, and transparency, and we incorporate those values into our partnerships with more than 750,000 nationwide clients. We work with small businesses, large corporations, retailers, restaurants, nonprofits, municipalities, schools and medical providers, among many others, to ensure businesses run smoothly and efficiently and that they endure well into the future. Heartland was founded in 1997 and is headquartered in Oklahoma City, Oklahoma. We have more than 3,800 employees across the United States and are always looking to grow our team. With some of the most talented leaders and employees in the industry, Heartland continues to set the standard for excellence in the financial tech world. To learn more, visit www.heartland.us/mycareer. Heartland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need. Heartland’s parent company is Global Payments Inc. (NYSE: GPN), a worldwide provider of payment technology and software solutions delivering innovative services and business solutions to customers around the world. Headquartered in Atlanta, Georgia with more than 11,000 employees worldwide, Global Payments is a member of the S&P 500 with customers and partners in 32 countries throughout North America, Europe, the Asia-Pacific region, and South America. For more information about Global Payments, please visit www.globalpaymentsinc.com.