Client Service Associate I - Account Manager - Merchant Services

You want to be the first point of contact for clients supported by the Account Management team in Merchant Services.

This is where you belong!

As a Client Service Associate I - Account Manager-TCA in Merchant Services you will be responsible for providing accurate and timely routing of maintenance requests to the correct resolver group.

You will leverage your mastery of multiple maintenance platforms by operating in a dynamic, collaborative and fast-paced environment.

Your day-to-day will consist of managing an email in-box of service requests from internal and external sources.

You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and routing of maintenance requests as well the merchant services maintenance tools and operate therein with the highest level of accuracy and attention to detail.

Job Responsibilities:


* Utilize the client relationship management (CRM) solution, track correspondences and results.


* Navigate systems and tools, and partner with cross-functional teams to solve client problems.


* Use multiple tools such as PeopleSoft Salem, Navigator, MS Office and other software products to research and direct service requests.


* Assess maintenance requests accurately and route to the correct resolver groups via their specific case management tools.


* identify and route internally and externally sourced service issues and escalations.

Required qualifications, capabilities, and skills:


* Ability to offer feedback and participate in projects for process improvements in a team environment.


* Superior organization skills and ability to prioritize requests and meet all deadlines.


* Accuracy, care and precision in working with client information are required.

Must aim for \"zero defects\" or no mistakes in work processed.


* Treat every client interaction as an opportunity for customer retention and demonstrating the value of Merchant Services.


* Identify and handle complex merchant matters


* Work will be external and internal client facing


* Ability to work under frequent interruptions, maintain a positive demeanor, and analyze complex cases providing correct case creation and routing.


* Ability to effectively communicate both verbally and via written correspondence in a polished and professional manner in all interactions.


* Ability to build and maintain professional and productive relationships with peers, colleagues, and customers.

Preferred qualifications, capabilities and skills:


* Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields.

In lieu of degree, may have relevant work experience.


* 2-4 years of client relations, customer service or other related field preferred.


* Knowledge of bankcard, merchant processing or treasury industry and procedures strongly preferred.


* Demonstrated success working with ...