Customer Service Specialist
Company: Fortis Payment Systems LLC
Location: Novi
Posted on: March 19, 2023
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Job Description:
Description:
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
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
PI208383209
Keywords: Fortis Payment Systems LLC, Novi , Customer Service Specialist, Hospitality & Tourism , Novi, Michigan
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