Account Resolution Specialist- Level III

Job Description

Job Description

Job Title:  Accounts Resolution Specialist- Level III

Reports to : Head of Account Services

Supervises: ART Level I and Level II

Position Summary:

The Level III Account Resolutions Specialist  serves as the highest escalation point for complete, technical, and high-impact client account issues. This role demands expert-level problem-solving, in-depth knowledge of account management processes, a proactive approach to researching variables, and a strong working knowledge of the terminals and gateways used in payment processing. The Level Three ART specialist excels at analyzing and resolving intricate client and process related challenges. They work closely with internal teams, including IT, compliance, and senior leadership, to implement sustainable solutions, improve workflows, and prevent recurring issues. Additionally, this role plays a key part in mentoring lower-level specialists, refining support protocols, and contributing to process optimization initiatives that enhance overall operational efficiency and client satisfaction.

Key Performance Areas & Key Performance Indicators:

Submission Analysis (55%): 

• Serve as the escalation point of contact for incoming phone calls, addressing client inquiries with professionalism and accuracy 
• Handles escalated client tickets that exceed the scope of the Level One and Level Two Service Tiers
• Reviews and prioritizes escalated tickets for efficient resolution
• Investigates and resolves complex account discrepancies, connection issues billing issues, and service requests that have been escalated to Level Three support
• Collaborates with internal teams to resolve multi-departmental concerns
• Ensures all tickets are documented thoroughly and updated regularly
• Provides clear, professional, and timely updates to clients regarding their inquiries
• Explains complex resolutions in an easy-to-understand manner to build trust and confidence

Mentorship (25%): 

• Mentor all team members in the intricacies of Payment Processing and Account Maintenance
• Write our procedures how-to-guides, and continuing education resources on any topic that reaches level three that has steps that can be captured and documented 
• Works with Director of Client Experience to analyze workflows that optimize efficiency and bring value to the client experience
• Asses Level One and Two ART by offering guidance and training on basic and complex scenarios
• Acts as a resource for resolving questions and improving team knowledge
• Ability to manage multiple team members, and other priorities in a fast-paced environment
• Skilled and able to execute all tasks within the ART Level One and Two Scope of Work
• Acts as resource to Level One and Two ART, and assists them in ticket issuance and resolution once their tasks in Level Three are complete 

Metrics Tracking & Reporting (10%): 

• Maintain daily/weekly/monthly metrics, including total tickets assigned, resolved, and open tickets

Track trends and conduct root-case analysis to identify any process issues that can be addressed in order to mitigate escalations

Minimum Qualifications:

Education:

• Bachelor’s degree or equivalent experience; coursework in business, payment processing, or a related field preferred

Experience:

• 2+ years in customer service, payment processing, account management, or a related field, with experience handling escalated issues
• Experience with POS Terminals and payment gateways is a plus

Competencies:

Customer Service Excellence –  Demonstrates professionalism, patience, and empathy when addressing client inquiries implementing the Myriad Systems ELR strategy- Empathize, Localize, Strategize. Maintains a client-focused approach to deliver timely and accurate resolutions.

Communication Skills –  Strong verbal communication to effectively manage phone interactions. Clear and concise written communication for email correspondence and ticket documentation.

Attention to Detail –  Ensures accuracy in issuing and documenting service tickets. Identifies errors or inconsistencies in account records or service requests.

Problem-Solving Abilities–  Quickly asses and resolves account issues within the Level Three ART Service Tier. Escalates Level Three Closure requests to the Account Resolution and Closure Specialist (ARC) appropriately while ensuring smooth handoffs.

Organizational Skills –  Manages multiple tasks effectively, including monitoring emails, handling calls, interacting with third parties and maintaining metrics. Prioritizes workload to meet deadlines and service level agreements (SLA’s).

Technical Proficiency – Skilled in using CRM systems, ticketing software, and email platforms. Comfortable generating and analyzing reports using basic data tools (e.g. Excel)

Team Collaboration – Works collaboratively with team members to resolve issues and improve processes. Actively participate in team discussions, offering feedback and insights

Adaptability and Flexibility – Thrives in a fast-paced environment, responding promptly to changing priorities. Open to learning new systems, tools, and processes to enhance efficiency.

Accountability and Initiative – Takes ownership of tasks and follows through to completion. Proactively identifies opportunities for process improvement or efficiency

Compliance Awareness – Understands and adheres to company policies and regulatory guidelines. Maintains confidentiality and security of sensitive client information

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Strength- Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity- Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.

Talking-  The ability to convey information accurately by speaking to customers and other employees

Hearing- Able to hear average or normal conversations and receive ordinary information.

Visual Abilities- Specific vision abilities used by this job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

*Employer reserves the right to change this job description at any time, should business needs arise.*