Clinet Services Representative II

Clinet Services Representative II

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 EPP 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.
(above is Level 1)

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 EPP’s gateways. Will also use workflow processes in the CRM in order to notify the client and other departments of EPP 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 EPP’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 eeded 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 EPP’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 EPP 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 inquiries. Respond to and coordinate with EPP vendors to address various compliance requests and issues.


Requirements:

3-5 year of experience, ACH knowledge a +