[Remote] Merchant Services Representative (Non-Remote)

Note: The job is a remote job and is open to candidates in USA. US Alliance Group, Inc. is a one-stop-shop merchant service provider based in Rancho Santa Margarita, California. The Merchant Services Representative will provide comprehensive support to merchants, handling inquiries, facilitating payment processing tasks, and ensuring high standards of customer service and operational efficiency.

Responsibilities

• Respond to inbound inquiries promptly and professionally via phone and email from associates, clients, and merchants, ensuring positive client relations
• Provide thorough research, reporting, and accounting-related support to our merchants, including financial reconciliation assistance
• Draft and distribute clear and concise emails, letters, and forms for effective merchant communication
• Promote a positive relationship with merchants, demonstrating exemplary customer service and contributing to customer retention
• Identify and offer effective payment solutions to meet the specific objectives of our customers
• Proactively identify ways to improve service levels and enhance productivity within the Operations department, potentially touching on fraud prevention and risk assessment best practices
• Accurately evaluate and process merchant account changes and closures
• Maintain and update our internal CRM system with detailed interaction notes and resolutions for accurate transaction monitoring
• Review and process transaction disputes and chargebacks efficiently and accurately
• Communicate clear, effective resolutions to all monetary-related questions concerning merchants and their accounts, ensuring fiscal accuracy
• Provide basic troubleshooting support related to Point-of-Sale (POS) systems or payment gateway issues as needed

Skills

• Past experience in the payment processing and/or banking industry is a significant plus, with an understanding of PCI Compliance principles
• Ability to efficiently use the telephone while navigating multiple computer systems and resources simultaneously
• Proven capability to work well under pressure and demonstrate exceptional critical thinking skills for complex problem-solving
• Strong adherence to job standards for quality, attendance, and scheduled shifts
• Extensive customer service experience in a fast-paced environment, with a focus on client satisfaction
• Self-motivated, conscientious, and a collaborative team player, excelling in client relations
• Strong time management skills and the ability to organize and manage multiple priorities and systems effectively
• Proficient typing skills and familiarity with basic MAC/PC applications, including Microsoft Excel and Word (familiarity with Microsoft Office Suite)
• Willingness to learn new product information and seize opportunities to expand your job knowledge throughout your career in financial services
• Capability to evolve and excel in a dynamic office atmosphere, supporting merchant account management

Benefits

• Employee Incentives
• Paid Vacation (Vacation)
• Medical and Dental/Vision Package
• Simple IRA
• A great work environment where your contributions are valued.

Company Overview