Specialist I, Financial Support (Call Center)

Position Overview:

We are looking for a dedicated Specialist I, Financial Support (Call Center) to join our Customer Success Department and serve as the primary contact for new and existing merchants who require technical and financial support. This role is crucial in delivering a "white-glove" experience to our clients by providing frontline financial support to merchants, assisting with payment processing, troubleshooting financial-related issues, and ensuring smooth transactions. The ideal candidate will be highly organized, proactive, and committed to providing excellent customer service.

What we're obsessive about:

• Customer Satisfaction: Providing timely and effective solutions to merchants while maintaining a high level of service quality.
• Merchant Support: Drive merchant success by managing account setup, resolving financial inquiries, and performing bank reconciliations.
• Proactive Problem-Solving: Identifying common customer concerns and offering strategic solutions.
• Collaboration & Communication: Fostering strong relationships with merchants and internal teams to improve service efficiency.

Duties and Responsibilities:

• Merchant Support:
  • Support our merchants with account setup, financial inquiries, and bank account reconciliations.
  • Effectively manage a queue of incoming tickets and calls on a day-to-day basis, including follow-ups in a timely fashion.
  • Assists in the resolution for point-of-sale product issues and basic troubleshooting.
  • Guide customers in understanding and using the platform effectively.
  • Maintain accurate records of merchant interactions and follow up on outstanding issues.
  • Establish and maintain relationships with merchants and ensure merchant processing is reliable and secure.

Qualifications:

• Background in customer service and/or a call center environment.
• Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
• Strong organizational and time management skills.
• Effective problem-solving and analytical thinking abilities.
• Self-motivated, detail-oriented, and team player with strong interpersonal skills.
• Adaptability, flexibility, and resourcefulness to handle shifting demands.
• Ability to work with diverse individuals and businesses.
• Willingness to learn new skills and stay updated in a fast-paced industry.

Working Conditions:

• On site: 8-hour shift.
• Extensive desk-based work, including prolonged periods of computer use and administrative tasks.
• Frequent interaction with merchants, venders, sales representatives and internal teams.

Travel

• NA 

Job Classification

• Non- Exempt