Client Support Specialist II

JOB POSTING/DESCRIPTION

Business Partner Support Overview

The Business Partner Support Specialist is an individual contributor within the Client Service Delivery team reporting to a Client Services Manager. A Business Partner Support Specialist provides internal and external client solutions for compliance, end of life, complex issues or escalated items.

This role requires knowledge of multiple products, the ability to deepen or retain relationships and research and solve complex issues. This position requires the ability to investigate and 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.

Business Partner Support Specialists maintains and tracks outstanding servicing requests, provides thorough follow up and is accountable for the successful resolution of all customer requests.

Essential Functions

  • Provide merchant specific operational support to MC/MS on procedures and help solve client concerns
  • Completing successful follow-ups to ensure accuracy, client-satisfaction, and timely resolution
  • Analyzes common workflow scenarios and identifies gaps that may exist with necessary resource material
  • Provides feedback to leadership regarding procedures that may be out of process or outside of the scope of client needs
  • Serve as a mentor for agents new to role by providing support, reference material, and real-time recommendations via chat, email, or floor support
  • Possess expanded knowledge of proprietary or external systems outside of normal production scenarios
  • Engages in escalated calls, emails, and correspondence from Merchants, Business Partners, and Leadership Team
  • Navigate through various systems, including North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries
  • Extensive knowledge of boarding/maintenance/reporting tools such as Salesforce, Marketplace, Merchant Service Center (MSC), Client line
  • Effectively respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting to resolve client concerns and answer questions
  • Provide merchant specific operational support to RM's/Sales on procedures and escalation points within portfolio
  • Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution

Experience:

  • High School Diploma or equivalent
  • Previous contact center experience a must.
  • 1+ years previous merchant experience.

Skills:

  • Demonstrate superior problem solving and troubleshooting skills
  • Communicates clearly: Listens actively to others, engages in and encourages two-way dialogue, selects the right level of communication for the audience, excellent written communication skills
  • Ability to work independently with minimal supervision
  • Openly shares feedback, information, ideas and best practices.

Company
Fiserv
Posted
10/14/2021
Type
Full time
Salary Range
$36,000.00 - 43,000.00
per Year
Salary range estimated by
Location
Liberty Lake, WA 99019, US
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