Client Services Representative II
Help us make BillingTree the standard for all payment processing across North America!
BillingTree is hiring and looking for the A-player who can serve as a Client Services Representative II. As our CSR II, you will be responsible for helping BillingTree maintain the highest service ratings towards our clients, as well as specialty tasks such as on-boarding clients, training clients, setting clients up in the system, etc.
Requirements:
- Respond effectively to incoming customer service calls, voicemail or email requests in a timely manner. Be able to identify the issue and develop a solution plan and communicate solution plan to customer satisfaction.
- Fully document and populate client service issues in the CRM database, in accordance with established procedures.
- Effectively engage the support teams of BillingTree vendors to resolve issues to the customer satisfaction.
- Communicate customer product issues or enhancement requests to department manager.
- Recognize product up sell opportunities, identify correct client contact and engage sales team.
- A client services professional level -2 will be proficient in 2 or more of the specialties below. In addition to being proficient in at least 2 of the below specialties they must be have a working knowledge of an additional 2 specialties.
Specialty 1 - Facilitates the on-boarding of new (or re-activation of prior) clients by entering account information into BillingTree’s gateways. Will also use workflow processes in the CRM in order to notify the client and other departments of BillingTree that the set-up process has been completed. Also prepares necessary components for Strategic Alliance integrations as needed (i.e., creating source keys, etc.).
Specialty 2 -Process credit card and/or ACH cancellations requests by either starting the cancellation process by delivering the client request to the Sales Department or completes the cancellation request by following BillingTree’s defined process. Also responsible for handing off the cancellation to accounting in a timely manner in order to prevent billing errors. Works with clients to obtain necessary paperwork and provides needed documentation to vendors. Performs necessary follow-ups and completes cancellation in an efficient and consistently correct manner.
Specialty 3- Assists the client in changing one or more of the following parts of their account: Business Name, Address, C/S Number, Deposit and / or Fee Account(s), Authorized Signers / Owners, etc. Works with clients to obtain necessary paperwork and provides needed documentation to vendors. Performs necessary follow-ups and completes changes in an efficient and consistently correct manner.
Specialty 4 -Completes the new (or reactivating) on-boarding process by orchestrating an online webinar or face – to – face training of the ACH and / or CC gateways and additional products as they are rolled out to BillingTree’s Product Suite. Also orchestrates a follow-up session to instruct clients on reading gateway reports upon receiving their first settlement.
Specialty 5 -Assists the upper management of BillingTree by monitoring risk processes as requested. Participates in the POA / Audit process for ACH accounts and the Sales Drafts / Chargeback / Tier Violation processes for Credit Card accounts. The rep taking on this specialty will need to be well versed in ACH & CC risk compliance or be resourceful in finding needed information. Also warns management of any possible compliance violations and can be a resource to clients who have risk related pond to and coordinate with BillingTree vendors to address various compliance requests and issues.
Purpose. Core Values. Culture. These are the foundational pieces of our organization. Are you passionate about what you do? Are your co-workers the perfect team for you to use not only for knowledge but for a good laugh too? Do you not get that sick feeling in your stomach on Sunday nights thinking about work? Think about if you could answer YES! to these questions!
Requirements:
3-5 years phone customer service experience, preferably in the banking or insurance industry.
