Maverick Payments

Customer Support

• Provide payments related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction.
• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintains an accurate and complete record of all inquiries and problems handled.
• Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge.
• Utilizing all tools and systems consistently to enhance department knowledge.
• Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires.
• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Providing basic level technical assistance.
• Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
• Assist with address and basic account update requests.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handling complex client escalations via telephone, email, chat and any future channel.
• Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Supporting specialized projects on an as-needed basis to fully follow through and final completion as directed by the leadership team.

Merchant Support Representative II