Customer Service Specialist I

Customer Service Representative

The Client is looking for Customer Service Representatives for its nationwide payment and transaction processing systems. In this role, you will use your customer service, technical, and problem-solving skills to support financial institutions in accessing and using platforms accessed through Fedline Solutions. We are seeking individuals who put the customer first, support them in an effective and efficient manner through teamwork and strong communication skills, take pride in the quality of their research, and are motivated by giving clients the right solution over a quick answer.

This is a 24/7/365 team with openings on all shifts. Positions are based in Minneapolis and eligible for a hybrid work schedule (3 days onsite/2 days remote).

Responsibilities:

• Provides customer support to users of Client's products and applications by identifying, troubleshooting, and resolving a variety of customer connectivity, payment, application, and processing inquiries and incidents.
• Monitors National payment processing platform and performs necessary tasks to ensure inbound files are processed and released according to published guidelines.
• Executes complex payment processing programs according to detailed operation scripts, reviews results of executed programs for accuracy.
• Perform extensive research regarding transaction and electronic payment file processing to mitigate risk.
• May assist in updating administrative reports, operational check lists, and knowledge base articles.
• Utilizes customer relationship management tools to log, track, and monitor customer inquiries.
• Appropriately identifies and escalates complex technical problems and/or advanced questions to next-level support.
• Assists other customer service representatives as needed.
• May help with training on the installation, operation, customization, testing and enhancement of systems or customer VPN devices.