Operations Support/Readiness
FRONT-LINE SUPPORT
Provide front-line telephonic queue support for accepting merchants, including but not limited to site acceptance, application status, bank changes, payment, reporting, processing and other research requests as appropriate. Demonstrate computer proficiency in handling calls and completing requests
using multiple platforms and supporting applications.
MERCHANT/SITE SETUP AND ADMINISTRATION
Management of activities such as merchant/site setups, rate or term changes, bank changes, settle entity administration, and 1099K compliance validations, inclusive of comprehensive audits to mitigate financial risk and comply with SOX controls.
EXCEPTION MANAGEMENT
Management of exception transactions to ensure proper customer billing, merchant settlement and revenue recognition, including but not limited to error/reject corrections, ticket requests and disputes, manual transaction entry, and transaction diversion requests.
OPERATING PERFORMANCE
Make contributions to the team ability to achieve service level objectives for both call and correspondence processing, including but not limited to call answer speed, call handle time, abandoned call rates, processing turnaround time, quality and accuracy, and responsiveness.
SPECIAL PROJECTS
As assigned
Minimum Qualifications:
- High School Degree or equivalent combination of education and experience
- 3-4 years related experience in a customer service role
- Must have OTR experience
- Computer proficiency and experience with Microsoft Outlook Excel and Word
- Effective verbal and written communication skills
- Ability to handle multiple tasks and priorities
- Must successfully pass a background investigation.
Preferred Qualifications:
- At least 12months experience in role
- Experience and/or working knowledge of WEX systems
- Proven problem-solving skills
- Solution orientation