Merchant Support Rep I

Maverick Payments Job Opportunity

Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, our ideas are valued, and your colleagues feel more like family than coworkers! Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO's and ISV's, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-added services.

Position: Merchant Success Representative I

Under the direction of the Manager of Client Services, the Merchant Success Representative I is responsible for providing payments related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction.

• Provide first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintains an accurate and complete record of all inquiries and problems handled.
• Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge.
• Utilizing all tools and systems consistently to enhance department knowledge.
• Acting as interdepartmental support guidance liaison and providing solutions.
• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Providing basic level technical assistance.
• Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
• Assist with address and basic account update requests.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handling client escalations via telephone, email, chat and any future channel.
• Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
• Critical thinking by strategically eliminating barriers and offering solutions to overcome challenging situations.
• Supporting specialized projects on an as-needed basis to full follow thorough and final completion as directed by the leadership team.
• Other duties assigned.

Qualifications:

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Proficiency with Microsoft Suite
• Ability to effectively identify, troubleshoot and problem solve.
• Ability to listen to others and communicate in an effective manner.
• Possesses strong analytical and research skills with strong attention to detail.
• Able to communicate ideas, thoughts, and facts in writing and otherwise.
• Ability to prevent, manage, and/or resolve conflicts.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility this is responsible, reliable, and trustworthy.
• Ability to ensure that one's own and other's work and information are complete and accurate.
• The ability to carefully prepare for meetings and presentations.
• The ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• The ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

What We Offer:

• Competitive Salary, Bonuses, and Incentives.
• Comprehensive employer-sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range: $23- $26/ hr. Works on-site at the company's Calabasas office.