Overview: Act as the primary customer service contact In Merchant Customer Service phone queue for in-bound customer / client calls solving problems and answering inquiries for all Merchant Service products, utilizing excellent oral and written communication skills.
Receive incoming customer client calls using excellent customer service and telephone skills.
Answer inquiries and resolve customer issues for all Merchant Service products.
Use 14 to 15 related softwares, mainframe applications for servicing clients.
Understand processing on 6 different Merchant Processing platforms.
Answer specialized chargeback questions.
Work directly with external business and corporate customers, sales representatives and Merchant Services operational staff to resolve product issues, customer problems and more complex inquiries.
Identify and monitor clients daily for fraud or high risk processing.
Make recommendations on account adjustments, fees and waivers to client accounts.
Technical trouble shooting of equipment and assessment,, preparation and ordering of replacement equipment for the client.