Merchant Services Client Service Analyst
Merchant Services Client Service Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Are you passionate about client service and eager to advance your career in an international organization Join our EU Merchant Services Team as a Client Service Analyst where youll provide Level 2 phone and email support to merchants. This role offers the opportunity to resolve payment processing issues troubleshoot technical problems and address general inquiries. Be part of a team that values expertise and collaboration and help us deliver exceptional service to our merchants.
As a Client Service Analyst in the EU Merchant Services Team you will provide Level 2 phone and email support by offering resolutions for payment processing troubleshooting technical issues (software & hardware) and addressing general inquiries. You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and resolution of requests.
Job Responsibilities
- Answer calls from EU merchants and provide firstcall resolution for Level 2 inquiries.
- Resolve issues and merchant concerns accurately and expediently.
- Ensure timely followup on merchant inquiries 100% of the time.
- Troubleshoot complex technical problems to determine root causes and provide solutions.
- Analyze transactions deposits statements and account information for resolution.
- Maintain a high level of knowledge about new products equipment features and services.
- Meet or exceed production goals as outlined in the metrics scorecard.
- Escalate unresolved issues that create risk or exposure for the merchant or bank.
- Liaise with other areas of the organization for timely resolution of inquiries.
- Demonstrate exemplary teamwork skills with a professional and supportive attitude.
Required Qualifications Capabilities and Skills
- Excellent verbal and written communication skills.
- Bilingual in French/English required.
- Ability to multitask and be selfdirected.
- Flexibility to work in a dynamic and fastpaced environment.
- Professional and interpersonal communication skills.
- Selfmotivated able to work with minimal supervision and perform well in a team environment.
- Knowledge of Microsoft Office including creating spreadsheets.
- Willingness to work in a phonebased customer interaction environment.
- Availability to work schedules during operating hours including bank holidays.
- Willingness to work in the office five days per week.
Preferred Qualifications Capabilities and Skills
- Customer service experience.
- Knowledge of the payment processing industry and related procedures and products.
- Technical capabilities familiarity with automation products such as Alteryx.
Required Experience:
IC
Employment Type
Full-Time
