Agent Support Specialist

Why Join Us:

• We value our people and offer generous benefits - Medical Dental Vision benefits start day ONE! PLUS: Paid time off 401K paid maternity/paternity leave tuition reimbursement pet bereavement and more!

• There is a reason we boast numerous awards like Great Place to Work Certified and Best Place to Work For Moms Dads LGBTQ and Veterans (just to name a few). At Deluxe we know that great people make a great organization.

• A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why we heard the people benefits family/home time diversity and team culture.

Responsibilities:

The Agent Support Specialist will be responsible for handling calls from the High Priority ISO group and escalation calls from existing ISOs as needed. Additionally they will be responsible conducting new-hire trainings and identifying/coordinating ongoing educational and training opportunities for existing team members. Additional projects may also be assigned by the Agent Support Manager as needed

• Assist Agent Support Specialists and Maintenance Support Specialists with training and escalated call resolution in an internal queue environment.

• Identify and coordinate ongoing educational/training opportunities for existing staff members

• Support the High Priority ISO phone queue and handle escalation calls from existing ISOs as needed

• Encourage open communication by listening attentively and actively

• Run and distribute reports for other departments and ISOs as assigned

• Assist with all other responsibilities assigned to the Agent Support and Maintenance Support groups as needed including but not limited to

Basic Qualifications:

• HS/GED and 4 years of related experience or Associates and 2 years

• Must be 18 years of age or older

• Strong understanding of customer service skills for both internal and external parties.

Preferred Qualifications:

• Some college preferred

• Ability to present complex information in a clear and concise manner

• Ability to develop rapport with sales agents and maintain strong working relationships

• Understanding of risk management operations departments and other First American departments in order to accurately deliver information to outside reps

• Ability to quickly process correspondence and work items

• Above-average verbal and written communication skills

• Ability to maintain excellent call stats without sacrificing call quality

• Ability to understand complex merchant issues determine the appropriate course of action and follow through to ensure satisfactory resolution

• Ability to work as a member of a team

• Quick learner and able to adapt to change

• Working knowledge of the POS equipment supported by First American

• Ability to meet aggressive deadlines and juggle multiple priorities

• Dedicated to exceeding call quality standards

Benefits

In line with our commitment to employee wellbeing our total rewards benefits package is designed to support the physical financial and emotional health of our employees tailored to meet their unique and evolving needs. Our approach considers our employees whole selves ensuring they can thrive both in and outside of work. Here are some of the benefits we offer which may vary based on role location or hours worked:

• Healthcare (Medical Dental Vision)

• Paid Time Off Volunteer Time Off and Holidays

• Employer-Matched Retirement Plan

• Employee Stock Purchase Plan

• Short-Term and Long-Term Disability

• Infertility Treatment Adoption and Surrogacy Assistance

• Tuition Reimbursement

These benefits are designed to enhance the health protect the financial security and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race color creed religion disability sex age ethnic or national origin marital status sexual orientation gender identity or presentation pregnancy genetics veteran status or any other status protected by state or federal law.

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to .