Summary

Description Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?

• Works off a phone queue to resolve a variety of payment and account related requests and inquiries (account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of several assigned clients and are frequently required to work in various other call centers and different clients. Begins to assist with high value calls to include but not limited to fraud and risk. Provides ad-hoc responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines most reasons for customer issues and begins to resolve escalated or more complex issues. Refers unresolved customer grievances and requests to designated departments for further investigation and resolution. Occasionally collaborates with client to resolve card holder issues providing a more comprehensive problem identification and resolution to escalated issues.
• Maintains knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by referring to online manuals as necessary and specific client training required to resolve card holder inquiries. Maintains certification under Global Payments' quality certification programs. Begins to receive more extensive training for high risk/value calls. Frequently assists with training and coaching of new agents both in the training room and on the call center floor.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 Years Relevant Exp
• Phone customer service experience
  
  

Preferred Qualifications

• Typically Minimum 4 Years Relevant Exp
• On phone customer service experience; Global Payments systems end user experience
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision - Proposes methods and procedures on new assignments. May be informal team leader.

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