Research Analyst

📋 Description

• Delivers exceptional customer service to merchants by addressing inquiries related to Merchant Credit Card processing support and other assigned areas.

• Handles phone inquiries, requests, and issues from merchants.

• Diagnoses, troubleshoots, and offers solutions to merchants facing challenges with service, authorizations, and credit card processing terminals.

• Effectively communicates relevant policies, procedures, and practices to merchants.

• Seeks exceptions to policies and procedures on behalf of merchants when appropriate, within established guidelines.

⛳️ Requirements

• High school diploma or its equivalent.

• Generally, one to two years of experience in customer service.

• Comprehensive knowledge of products, services, and problem resolution techniques.

• Strong telephone, interpersonal, and verbal communication abilities.

• Excellent problem-solving and negotiation skills, along with the capability to manage challenging customer calls.

• Ability to recognize and resolve or escalate complex issues.

• Proficient in computer navigation across various software applications, including Microsoft Office Suite.

• Demonstrated dedication to providing high-quality customer service.

• Effective time management skills to optimize client assistance while ensuring a high standard of service.

• Elavon experience is HIGHLY PREFERRED.

🏝️ Benefits

• Healthcare options (medical, dental, vision).

• Basic term and optional term life insurance coverage.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave policies.

• 401(k) plan with employer-funded retirement benefits.

• Paid vacation ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holiday opportunities each year.

• Adoption assistance programs.

• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise mandated by law.