Payment Support Specialist

Payment Support Specialist Role

Quilt is looking for an experienced Payment Support Specialist to join our growing CX team! In this role, you will serve on a team of support specialists and act as an internal advocate for our customers. The Payment Support Specialist is vital in helping our new and existing customers troubleshoot and resolve issues around processing and payments.

Key Responsibilities:

• Customer Support: Respond to escalated customer inquiries regarding payment issues through various channels (phone, email, chat, transfer from Product Support).
• Issue Resolution: Investigate and resolve payment discrepancies, failed transactions, and other payment-related issues.
• Transaction Monitoring: Monitor payment processing systems to ensure transactions are completed successfully.
• Documentation: Maintain accurate records of customer interactions, transactions, and issues resolved.
• Payment Process Management: Handle inquiries and provide support for various payment processes, including Electronic Benefits Transfer (EBT) transactions, PCI compliance, rate adjustments, and batch processing inquiries.
• Meet Key Service Metrics: Ensure service quality by meeting key performance indicators, including CSAT (Customer Satisfaction) scores, SLA (Service Level Agreement) adherence, response/resolution times, and overall service efficiency.
• Inbound Phone Queue Management: Manage the inbound phone queue to ensure timely and effective resolution to customer calls.
• Hardware Support: Provide support for payment processing hardware, including troubleshooting and resolving technical issues.
• Bank Changes: Handle inquiries and processes related to bank account changes for payment processing.
• Partner Collaboration: Work with payment partners to elevate or escalate ongoing issues and ensure timely resolution.

Qualifications:

• Education: BA or BS degree (preferred but not required)
• Experience: 1-2 years of work experience in customer service, software implementation, or customer onboarding.
• Technical Skills: Experience with Google Suite, outlook and Salesforce preferred but not required.
• Task Management: Ability to manage multiple tasks.
•  Proactivity: Proactive and innovative approach to work.
•  Communication Skills: Superb written and verbal communication skills with an understanding of situational best practices.
• Organizational Skills: Unmatched organizational skills.
• Attitude: Positive attitude and empathetic demeanor.
• Customer Focus: A strong commitment to providing excellent customer service.
• Team Player: Ability to work collaboratively with cross-functional teams.

What We Offer:

• Certification: We are Certified Great Places to Work for 2022!
• Company Events: Monthly company events.
• Retirement: 401k investment opportunity.
• Healthcare: Medical, Dental, and Vision Plans.
• Time Off: Paid Time Off.
• Work Environment: Dog-friendly work environment.
• Salary: $50-55k per year, depending on experience.

If you are passionate about helping customers and have a keen eye for detail, we encourage you to apply for the Payment Support Specialist position. Join our team and contribute to ensuring a seamless payment experience for our customers.