Merchant Service Representative

General Responsibilities We’re looking for a Merchant Service Representative with strong communication skills and a passion for delivering exceptional customer support. In this role, you’ll assist merchants, resolve inquiries, and ensure a smooth onboarding experience across our platforms. Assist walk‑in customers, respond to inbound calls, and manage written inquiries. Listen actively to understand merchant needs and provide effective solutions. Support retention efforts through negotiation and policy review. Document all merchant interactions accurately and thoroughly. Answer product and service questions while identifying opportunities to offer additional solutions. Collaborate with internal departments to resolve complex issues. Process complaints related to charges or services and elevate when needed. Complete merchant onboarding across internal platforms (VPP, GPS, DSCV, PMT, Service Catalog). Product & Innovation Merchant Alliance Services Puerto Rico General Responsibilities We’re looking for a Merchant Service Representative with strong communication skills and a passion for delivering exceptional customer support. In this role, you’ll assist merchants, resolve inquiries, and ensure a smooth onboarding experience across our platforms. Assist walk‑in customers, respond to inbound calls, and manage written inquiries. Listen actively to understand merchant needs and provide effective solutions. Support retention efforts through negotiation and policy review. Document all merchant interactions accurately and thoroughly. Answer product and service questions while identifying opportunities to offer additional solutions. Collaborate with internal departments to resolve complex issues. Process complaints related to charges or services and elevate when needed. Complete merchant onboarding across internal platforms (VPP, GPS, DSCV, PMT, Service Catalog). Performs duties through methods and actions that are consistently ethical and in total compliance with the laws, applicable regulations, Code of Ethics, corporate policies and guidelines and rules of conduct. Completes corporate trainings and certifications intended for the detection and prevention of money laundering related activities and fraud, insider training and conflict of interest policies and procedures, as applicable. Education and Experience Required Associate degree in Business Administration or related field. At least 2 years of customer service experience. At least 2 years of data entry experience. Experience with technology products or financial inquiries is a plus. Knowledge and Skills Required Bilingual (English/Spanish). Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook). Strong interpersonal, communication, and problem‑solving skills. Additional Information L-V 8:00am-5:00pm Available to work extended hours, weekends and/or holidays as needed and the availability to travel as required supporting projects in the region. The employee must meet the following requirements in order to participate in the recruitment process: Minimum of twelve (12) months as a regular employee of the Company in his or her current function. Obtain a rating of Meets Expectations or Above Expectations in the performance appraisal of the last two years. No disciplinary actions in the last year of employment. Compliance with the Company’s Code of Ethics and Standards of Conduct. "Evertec Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, please contact the People & Culture Department in advance at View phone number on click.appcast.io or send an email to View email address on click.appcast.io in order to accommodate your special needs. Evertec is an employer with E-Verify to verify the eligibility for employment of all the new employees. Participation Poster. Drug-free company. Equal Employment Opportunity/affirmative action for Women/Veterans/People with Disabilities." #J-18808-Ljbffr