Financial Support CSA I

Job Description: Financial Support CSA I

 

The Financial Support CSA I is responsible to provide support and an overall positive experience to our business clients.  This role will own most of the aspects of the client relationship from a support standpoint – including, but not limited to, initial after-boarding and training, continual education of the financial tools provided, remote support resolving issues related to account set-up, financial inquiries, bank account reconciliations, merchant account maintenance and everyday use of the platform, in addition to rapidly understanding each client’s business needs.  The position will report to our Client Support Manager who oversees the entire Client Support team and new business client portfolio.

 

Responsibilities include but are not limited to:

  • Effectively manage queue of incoming tickets and calls on a day-to-day basis, including following up to inquiries based on dates that were committed to
  • Build sustainable relationships of trust through open and interactive communication
  • Troubleshoot Merchant issues
  • Take criticism on the chin, accept responsibility on company’s behalf when needed and exhibit composure in dealing with upset clients
  • Educate Merchants when necessary and appropriate in order to minimize, and prevent, future issues and the need for future support calls/interactions

Required Skills:

  • Highly motivated & enthusiastic self-starter with an insatiable drive to succeed
  • Strong customer service experience & customer orientation who thrives in a fast-paced environment
  • Passionate about providing a memorable, world class customer service experience by resolving client issues in a friendly, helpful way
  • Strong sense of integrity and commitment to go above and beyond to exceed customer expectations the first time
  • Excellent listener and communicator, with superb interpersonal skills
  • Strong phone contact handling skills and active listening
  • Ability to clearly demonstrate compassion, empathy, and genuineness in communication
  • Ability to think on your feet and provide lightning-quick resolutions to clients
  • Ability to communicate with customers, employees, and vendors in a professional and courteous manner
  • Ability to multitask in a highly dynamic environment
  • Ability to balance patience with sense of urgency
  • Strong organizational and time management skills
  • Excellent verbal communication skills both in Spanish and English
  • Adaptability, flexibility and resourcefulness to coping with the changing demands of the job
  • Quick, analytical and creative thinking abilities
  • Understand that the client’s satisfaction is a priority
  • Ability to adapt/respond to different types of personalities, dispositions and communication approaches
  • Ability to exhibit solution-oriented problem-solving approach and maintaining objectivity
  • High attention to detail and accuracy
  • Must be able to adapt and learn new skills in a fast-paced industry
  • Self-motivated, team player, detail oriented, and well organized

Experience:

  • High School Diploma or GED and a minimum of two year of experience on Customer Service role with proven track record of success
  • Fluent in Spanish and English IS A MUST
  • Related experience dealing directly with customer by phone or in person
  • Industry experience preferred in Merchant Services
  • Call center experience is a PLUS
Category: Finance
Type: Full Time

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