Merchant Support Rep I

As a Merchant Support Rep I at Maverick Payments, you will provide exceptional customer service to merchants and partners, handling inquiries about payment processing. Key responsibilities include navigating ticketing systems, drafting professional email responses, and offering assistance with various merchant services functions, such as batch processing and funding inquiries. Your role also involves providing basic technical assistance and ensuring clients remain PCI compliant.

To apply for the Merchant Support Rep I position at Maverick Payments, you need a High School Diploma or equivalent; some college education is preferred. Relevant call center experience in Merchant Services or the Finance sector is required. Strong verbal and written communication skills, the ability to prioritize tasks in a fast-paced environment, and comfort working autonomously on a computer are essential. Being bi-lingual is a plus!

While previous experience in the payments industry is preferred, it's not mandatory for the Merchant Support Rep I position at Maverick Payments. However, having call center experience, particularly in Merchant Services, Banking, or Financial Technology will significantly enhance your application and may give you an advantage in the selection process.

At Maverick Payments, we believe in thorough training to set our Merchant Support Rep I team up for success. New hires can expect comprehensive onboarding sessions that cover our products, systems, and customer service standards. You'll also have ongoing support from experienced staff to help you navigate your responsibilities and grow in your role.

The work culture at Maverick Payments is vibrant and inclusive! As a Merchant Support Rep I, you'll be part of a team-centric environment where ideas are welcomed and celebrated. We regularly hold team-building events, celebrate birthdays and work anniversaries, and provide opportunities for career development. We work hard, but we ensure it’s enjoyable!

When addressing difficult customer inquiries, I believe in active listening to fully understand the customer's concerns. I remain calm, empathetic, and focused on finding a resolution. I would reassure the customer that their issue is important to me and then use the available resources to find a solution or escalate if necessary.

In a fast-paced environment, I prioritize tasks by assessing urgency and impact. I create a short list of high-priority items, addressing the most pressing client needs first. Time management tools or software can also assist in organizing my workflow effectively.

I have used various call center software and ticketing systems throughout my career. I become proficient in navigating these platforms to log inquiries, monitor ticket statuses, and ensure that all client queries are resolved promptly and efficiently.

Once, I assisted a customer who was frustrated due to a delay in their funding. I actively listened to their concerns, acknowledged their feelings, and provided a clear step-by-step plan for resolution. By following up and ensuring they were kept updated, I was able to restore their confidence in our services effectively.

To educate clients effectively, I prefer to use clear and concise language, supplemented with visual aids or demonstrations when possible. I assess their understanding by encouraging questions and, if necessary, provide follow-up resources to ensure they feel 100% capable of using our services.

I regularly engage with industry news through reputable sources, attend webinars, and participate in training sessions. Networking with colleagues and attending conferences can also be valuable to stay informed about the latest trends and technologies in payment processing.

I admire Maverick Payments' commitment to customer service and innovation within the industry. I resonate with the company’s family-oriented values and the opportunity for career growth. I want to be part of a team that prioritizes excellence and nurtures both employee and client success.

I would first assess the client's understanding of PCI compliance and then provide them with a simplified overview of its importance. I would break down the requirements into manageable steps and provide resources or contacts to assist them further in achieving compliance.

In my last position, I had to quickly adapt to a new customer management system. I dedicated time to online training sessions and practiced using the features daily. I sought help from colleagues and eventually became a go-to person for others struggling with the new system.

Essential qualities for a successful Merchant Support Rep I include excellent communication skills, a strong analytical mindset, and the ability to empathize with clients. Being proactive, detail-oriented, and adaptable to changing situations are also key to providing exceptional customer service.