Customer Service Representative

The Customer Service Representative is responsible for resolving inquiries regarding our Vericheck system. Therefore, the ideal candidate will have a technical background and will be able to multi-task when talking to our clients to navigate various screens, troubleshoot any issue and set up new accounts. This position is full time with a competitive benefits package.

PRIMARY FUNCTIONS: (Other Duties May Be Assigned)

Manage large amounts of inbound & outbound calls
Maintain and manage Support inbox and ticketing system
Maintain account profiles by recording account information
Review incoming change requests, collect necessary documentation and update account data
Demonstrate patient and friendly attitude while providing excellent customer service
Identify and assess customer’s needs to achieve satisfaction
Provide clear and professional verbal and written communications
Handle complaints and unpleasant customers. Resolve customer’s issue by determining cause of problem, explain best solution to solve, expedite correction/update and follow up to ensure resolution
Conduct account audits on new & existing merchants
Set up new merchant accounts and assist merchants through the set up
Request and review proof of authorizations
Assist with merchant compliant reviews
Ensure Support SLA are met daily
Monitor transaction reports for possible fraud and anomalies
Communicate potential fraud and high-risk account alerts to appropriate areas

Requirements

Education/Training/Experience:

Required: Minimum 2 years in customer service, preferably call center. High School diploma or equivalent.

Desirable:

Bachelor’s Degree preferred or equivalent work experience

Experience in Bankcard and/or ACH preferred

Knowledge of:

Possess knowledge banking and payment industry trends
Experience with various computer skills: Microsoft Access, Word, Excel, Outlook and Internet savvy.
Strong ability to multi-task
Highly developed sense of integrity and commitment to customer satisfaction
Demonstrate passion for excellence with respect to treating and caring for customers
Possess a pleasant, patient and friendly attitude
Strong detail orientation and communication/listening skills
Willingness to work a flexible schedule and overtime when needed
Possess a strong work ethic and team player mentality
Knowledge of technical support issues related to Internet connectivity and troubleshooting experience
Ability to function in a fast-paced, changing environment with multiple priorities
Communicate effectively, written and verbal.
Prioritize all tasks appropriately.