Customer Service Specialist

Description

OVERVIEW:

At Fortis, we lead the way in next generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space.

As a Customer Service Specialist, you will be assisting and communicating effectively on issues that may arise throughout the workday regarding a customer’s account. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. You will also be responsible for research, documentation, and communication of the above issues effectively and accurately.  

A successful Customer Service Representative will provide quality customer service in a heavy call environment. Handling, investigating, and resolving a variety of customer issues to meet or exceed service levels. Along your journey at Fortis, you will be responsible for the below, along with any other tasks assigned directly by your direct Manager:

• Develop and maintain strong relationships with Customers and Partners 
• E-mail communication via Outlook
• Phone Queue – incoming and outgoing calls 
• Utilize resources and techniques to answer questions and solve problems for Customers, Partners, and internal Fortis Departments.  
• Complete Maintenance Request on behalf of customers: 
• Bank Account Change 
• Phone/Address/Email Change 
• Lowering Rates/Fees 
• Issuing Refunds 
• Legal Name Changes
• Principal Changes/Additions 
• Additional Entitlements  
• ACH Rejections 
• Understand and effectively communicate different online reporting tools that Fortis Supports based off processor/relationship 
• Understand basic functionality/services of the Fortis (Zeamster) Gateway
• Assist customers with PCI Compliance questionnaire/scan 
• Proficiency in using the below systems:
• DocuSign
• Internal Fortis CRM 
• Microsoft Suite (Outlook, Word, Excel, PowerPoint)
• Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
• Deposits/Withdrawals/Reconciling Inquiries 
• Answer in depth questions regarding month end statements
• Calculating overall rate  
• Escalate issues to the proper contacts with the Processor directly or internally 
• Working with the Processor or Internal Departments at Fortis for a resolution  

Requirements

• High School Diploma or equivalent
• Customer service experience - enjoy providing exceptional service
• Merchant Services experience preferred
• Ability to communicate clearly with all customers
• Able to work cross-functionally with team members
• Strong follow-up and organizational skills