Customer Service Specialist

Company: Fortis Payment Systems LLC
Location: Novi
Posted on: March 19, 2023

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

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