This is a dynamic environment; we are looking for someone who is self-motivated, with attention to detail.

As a Client Service Associate in the Advanced Merchant Support, you will be responsible for the oversight of the day-to-day operations with responsibility for execution of maintenance activities and ensuring compliance with policies and procedures. You will serve as an escalation point of contact for employees assisting with more complex issue resolution. You will be responsible for assisting upper-level management with research of escalated issues, and execution of defined operational objectives and reporting. You will provide quality customer service to internal customer base and must also be able to build and analyze spreadsheets as well as create and maintain department metrics. 

Job responsibilities

Identify and implement process and department improvement initiatives.  Work with clients, branch managers and partners via email/zoom to successfully execute a request by explaining policies and procedures as well as collecting additional documentation. Perform pipeline management and various administrative tasks such as tracking daily stats, reports, etc.  Work from an online queue environment and have the ability to multi-task  Communicate professionally with colleagues using interpersonal skills that convey a sense of ownership Lead by example through self-initiative, drive, and determination Assist with projects; attend project calls and assess impact to the team’s processes. Work under frequent interruptions, maintain a positive demeanor, and analyze complex cases Own additional leadership tasks as prescribed by Senior Leadership providing a solution.

Required qualifications, capabilities, and skills

Be accurate and attention to detail Have problem solving / critical thinking skills and ability to exercise independent judgment Have experience working in a fast-paced environment under pressure and with high volume queues Exercise sound judgement related to priority of work; able to shift directions as workload requires Research and Analytical skills Possess excellent communication skills (verbal and in writing) Maintain strong attendance record of low absences and an ability to work longer days to manage case volumes is important

Preferred qualifications, capabilities, and skills

College Degree   5 years customer service experience within the function or combination of equivalent education and job experience  Minimum 3 years of experience in a financial services industry Demonstrate analytical and problem-solving abilities while possessing a mindset of accuracy and attention to detail Strong knowledge of payment processing industry and related procedures and products

Work schedule

This hybrid role requires going into the office three days a week with two days flexibility to work from home; subject to change.

This position is not eligible for visa sponsorship