[Remote] Client Services Associate I

Note: The job is a remote job and is open to candidates in USA. NewtekOne is a financial holding company that provides a wide range of business and financial solutions to the small- and medium-sized business market. The Client Services Associate I will provide effective customer service and technical support to internal and external clients, ensuring strong relationships and assisting with various service-related issues.

Responsibilities

• Answer calls from clients and ISO's regarding service, technical, chargebacks, and billing issues in a clear, friendly, and professional manner while adhering to established company guidelines
• Verify each call based on established procedures such as caller identification and social security or federal tax id confirmation
• Ask probing questions to determine the best way to assist the client and ISO with his/her issue and offer viable solutions
• Contact client and/or ISO's for clarity as needed
• Enhance customer experience and build relationships by presenting a professional image as you represent the company while being camera ready in accordance with company policies and procedures
• Interpret and educate the Merchant and ISO with regards to certain compliance policies and procedures in accordance with Payment Card Industry (PCI)
• Handle customer service and technical contacts for platinum merchants, alliance partners and sales offices as assigned
• Meet established performance metrics to include but not limited to quality of call and call efficiency
• Perform research as it relates to non-financial and financial information (e.g., analyzing transactions and batches, account set up to include address or contact information, statements, rates and fees)
• Route the client to the appropriate party after all client-related issues have been addressed, if necessary
• Ensure all telephone conversations are logged into the Newtek system with clear and detailed notes after completing each call
• Close tickets in the Newtek system within 48 hours when appropriate
• Learn to handle and provide technical support on terminals (FD series, Dejavoo series and Ingenico series to name a few) and gateways (USA Epay / NMI and Authorize.net) to troubleshoot and resolve issues efficiently

Skills

• High School or equivalent experience
• Minimum of 6 months to 1 yr. of customer service in a call center environment in the credit card industry, preferably
• Comfortable with being on video camera while engaging with clients/customers, attending company/department meetings, etc. as required
• Learn to operate and troubleshoot Point of Sale (POS) devices, credit card equipment and gateways
• Willingness to learn and take directions
• Flexible to work within the designated work schedule as business needs change (i.e., late night, weekends, holidays, etc.)
• Possess good work ethics and maintain good attendance
• Possess good telephone customer service etiquette
• Good data entry skills and ability to navigate among multiple systems
• Attention to accuracy and detail in processing information
• Ability to organize and manage multiple priorities in a high-volume call center
• Possess professional oral and written communication skills
• Possess strong active listening skills
• Desire to learn and adapt to the Company's culture and philosophy
• Possess good negotiation skills
• Ability to maintain confidentiality
• Good follow-through skills and ability to resolve issues in a timely manner
• Good interpersonal skills and must possess a positive attitude
• Ability to work independently as well as in a team
• Competent in Windows based computer applications (Microsoft Office) and internal systems such as Newtracker, and external systems such as Access One, Business Track, Global Download Service, Clover Dashboard Client Line, etc
• Associate degree preferred
• Knowledge of Visa and MasterCard credit card processing and regulations a plus
• Prior working experience as a customer service representative a plus
• Bilingual a plus or may be required based on company needs
• Basic knowledge of company products and services a plus

Benefits

• Medical
• Dental
• Vision
• Supplemental benefits
• 401(k) savings plan with an employer match

Company Overview