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Client Support Specialist-Coral Springs,FL

Ever wonder what it takes for a business to process credit card payments? Interested in helping small business owners do more with their point-of-sale systems? At Bank of America Merchant Services, we’ll help you become a payments expert. We’ll show you the intricacies of payment processing, eCommerce and security solutions so that you can become a trusted partner for a variety of small businesses.

Every day, we deliver innovative solutions that help small business owners across the U.S. better serve customers, manage operations, accept digital payments and ultimately grow their businesses. Formed in 2009 by powerhouse brands Bank of America and First Data, we’ve grown to process more than 16 billion transactions at approximately 529,000 merchant locations in 2017 alone. We’re a leader with deep expertise and momentum.

Bank of America Merchant Services is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.

The Client Support Specialist provides support for Bank of America Merchant Services clients who utilize our services to provide credit card and payment solutions to their customers. We service our clients through a balanced focus on first call resolution and recognizing platform solutions to help our clients grow their business. We interface with our clients through phone calls, email and on-line chat services. The Client Support Specialist will possess knowledge of multiple products and develop the ability to deepen or retain relationships through service and sales. The Client Support Specialist will perform routine account-related transactions and may also be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.

Essential Functions

  • Acts as a point of contact for all day-to-day related merchant inquiries
  • Own all client resolution
  • Address clients immediate and future needs
  • Navigate through various Bank of America Merchant Services (BAMS) subsystems, including North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries
  • Effectively respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting
  • Explain reporting of BAMS systems and products to merchants to resolve their concerns and answer their questions. Support merchants on all aspects of POS/PC equipment
  • Works within BAMS service levels
  • Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution. Train merchants on back office tools as applicable
  • Routes, maintains and tracks outstanding servicing requests and provides thorough follow up.
  • Accountable for the successful resolution of all customer requests
  • Front line support of our banking partners

Skills

  • Knowledge of Call Center Policies and Procedures.
  • Actively seeks knowledge to enhance skills
  • Uses sound judgment and maturity when working with clients and business partners
  • Engages correct stakeholders to ensure accurate and timely resolution for the client
  • Shares ideas and concerns through appropriate channels
  • Builds strong peer relationships
  • Positive attitude
  • Acts with integrity and communicates to peers, managers and key stakeholders in an appropriate and positive manner
  • Respects each other’s strengths and development needs
  • Collaborates and encourages others
  • Team player

Experience

  • High School Diploma or equivalent
  • Previous contact center/customer service experience

Tools

  • Microsoft Office Suite Products

Physical Requirements

  • Works in an office environment involving sitting most of the time at a desk in front of a computer. The worker is subject to close visual acuity to perform activities such as preparing and analyzing data and viewing a computer screen to read and enter data.

Travel

  • Infrequent travel may be occasionally required for training or meetings.

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

 

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Bank of America Merchant Services ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer’s legal duty to furnish information.