[Hiring] Customer Service Representative @EML

Role Description

This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services. This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction.

The Customer Service Representative role will be responsible for being self-directed in the following duties and responsibilities:

• Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs).
• Make outbound calls to merchants, programs, or cardholders as needed.
• Professionally communicate in all formats, both internally and externally.
• Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Managers whenever possible.
• Establish and maintain effective working relationships with customers and EML team members.
• Maintain regular consistent and professional attendance and punctuality.
• Language translations of documentation (if bi/tri-lingual).
• Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role.
• Other duties as assigned.

Qualifications

• Bachelor’s degree and/or 2 years of equivalent work experience.
• Proficiency with Microsoft Office products (especially Teams, Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, Etc).
• Excellent communication skills, including verbal, written and active listening.
• Strong problem solving and confident decision-making skills.
• Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind.
• Knowledge of Customer Service procedures and solutions.
• Flexibility with schedules and deadlines.
• Able to work independently with minimal supervision and guidance.
• Maintain confidentiality of information, as appropriate.
• Perform detail-oriented work accurately with frequent interruptions.
• Open and adaptive to change.
• Supportive of department goals and priorities.
• Desire to drive improvements in team and customer efficiency.

Benefits

• 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used.
• Paid birthday leave and 2 paid volunteering days a year.
• Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers.
• Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine.
• Access to a Health Savings Account (HSA) through UMB.
• Dental and vision cover through Guardian, with EML paying around 75% of the premium.
• Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML.
• Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family.
• Support with one relevant professional membership a year.

Company Description

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

• As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.