Act as the primary customer service contact In Merchant Customer Service phone queue for in-bound customer / client calls solving problems and answering inquiries for all merchant services’ products, utilizing excellent oral and written communication skills.
Primary Responsibilities:
- Receive incoming customer client calls using excellent customer service and telephone skills.
- Answer inquiries and resolve customer issues for all merchant services’ products.
- Uses 14 to 15 related software’s, mainframe applications for servicing clients
- Understand Processing on 6 different Merchant processing platforms.
- Answer Specialized Chargeback questions
- Work directly with external business and corporate customers, sales representatives and Merchant Services operational staff to resolve product issues, customer problems and more complex inquiries.
- Identify and monitor clients daily for Fraud or High risk processing
- Make recommendations on account adjustments, fees and waivers to client accounts.
- Technical trouble shooting of equipment and assessment , preparation and ordering of replacement equipment for the client
Education and Experience Required:
Associate’s degree and a minimum of 1 year customer service/computer or related experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 year customer service/computer or related work experience.
At M&T Bank, we make a difference in people’s lives. For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers.
Our talent and culture set us apart. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members. At M&T, we are a talent and people driven organization. Take a peek inside M&T’s Human Capital Report to learn how it feels to be one of our 17,000+ employees.
We are constantly renewing. Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences.
We support our employees every step of the way.
- Competitive compensation
- Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance
- Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO
- 401(k) match at 5% with options for Roth and discretionary employer contributions
- A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more
- Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts