Merchant Support Representative II
Maverick Payments
full-time
Posted on:
Location Type: Hybrid
Location: Calabasas • California • United States
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Salary
💰 $26 - $29 per hour
About the role
- 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.
Requirements
- High school diploma or equivalent.
- 2+ years of relevant customer experience.
- Ability to approach a problem by using a logical, systematic, sequential approach.
- Ability to listen to others and communicate in an effective manner.
- Able to communicate ideas, thoughts, and facts in writing and otherwise.
- Ability to prevent, manage, and/or resolve conflicts.
- Ability to work autonomously while producing a high output of quality work.
- Ability to follow up with others to ensure that agreements and commitments have been fulfilled.
- Ability to understand how an organization must change considering internal and external trends and influences.
- Ability to focus personal efforts on achieving results consistent with the organization's objectives.
Benefits
- Competitive Salary, Bonuses, and Incentives.
- Comprehensive employer-sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition and bonus programs.
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
payment processingmerchant servicesbatch processingfundingreconciliationtax reportingtechnical assistancePCI compliancedashboard navigation
Soft Skills
customer servicecommunicationproblem-solvingconflict resolutionautonomyteam collaborationprocess improvementtrainingattention to detail
Certifications
high school diploma