[Hiring] Merchant Support Rep II @Maverick Payments

Role Description

Under the direction of the Client Services Manager, the Merchant Success Representative II is responsible for providing payments related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction.

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Absorb and retain a large quantity of departmental system, policy and procedure knowledge.
• Utilize all tools and systems consistently to enhance department knowledge.
• Retain and share knowledge gained by supporting peers and delivering side by side training to new hires.
• Act as interdepartmental support guidance liaison and solutions expert.
• Educate and assist with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Provide basic level technical assistance.
• Lend assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
• Assist with address and basic account update requests.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handle complex client escalations via telephone, email, chat and any future channel.
• Maintain an open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Utilize critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Other duties assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Ability to approach a problem by using a logical, systematic, sequential approach.
• Ability to listen to others and communicate in an effective manner.
• Able to communicate ideas, thoughts, and facts in writing and otherwise.
• Ability to prevent, manage, and/or resolve conflicts.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy.
• Ability to ensure that one's own and other's work and information are complete and accurate.
• The ability to carefully prepare for meetings and presentations.
• The ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• The ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

Benefits

• Competitive Salary, Bonuses, and Incentives.
• Comprehensive employer-sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range

$26- $29/ HR

Will consider remote work schedules for candidates who live 60+ miles from the corporate office location in Calabasas, CA.

Equal Opportunity Employer

Maverick Payments is an Equal Opportunity Employer.

Pay Transparency Notice

At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.

Non-Solicitation from Third Parties

Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests.

Notice to Agency and Search Firm Representatives

Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.

Fair Chance Ordinance

Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.