Merchant Support Lead

About the role

Maverick Payments is a family-owned and privately held full-service payment provider located in Calabasas, California. We create innovative technology for sales organizations, such as ISOs and ISVs, to monetize payments through our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-added services. Our team comprises professionals in underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, information technology, and more.

Responsibilities

• Provide payment-related support services while ensuring superior client experience in all aspects of payment processing.
• Ensure customer and partner satisfaction through first-class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Absorb and retain a large quantity of departmental system, policy, and procedure knowledge.
• Utilize all tools and systems consistently to enhance department knowledge.
• Educate and assist with various merchant services functions, including batch, funding, reconciliation, tax reporting, etc.
• Support and assist with onboarding Merchant Support Representative I & II new hires, reviewing resource material and providing check-ins.
• Coach and assist in ensuring team members adhere to and provide professional call handling and clear, concise, and accurate information.
• Assist with complex Chat Support issues for the Merchant Success team.
• Assist with PCI compliance and certification, password resets, dashboard navigation, etc.
• Provide, share feedback, and conduct constructive training to the team to adhere to company policies and procedures.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handle complex client escalations via telephone, email, chat, and any future channel.
• Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance.
• Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Provide support for complex and specialized projects on an as-needed basis, ensuring thorough execution and successful completion in alignment with leadership directives.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years payments industry experience in call center or customer support related role.
• 2+ years’ experience in payment processing, specifically terminal technical support.
• 1 year in ticket inquiry handling, reconciliations, and handling support escalations.
• Some leadership experience.
• Proficiency with Microsoft Suite.
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate in an effective manner.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• The ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy.
• The ability to ensure that one's own and other's work and information are complete and accurate.
• The ability to carefully prepare for meetings and presentations.
• The ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• The ability to support, promote, and ensure alignment with the organization's vision and values.
• The ability to understand how an organization must change considering internal and external trends and influences.
• The ability to focus personal efforts on achieving results consistent with the organization's objectives.
• Lead by example and pose self-awareness.
• The ability to prevent, manage, and /or resolve conflict.

What We Offer

• Competitive Salary, Bonuses, and Incentives.
• Comprehensive employer-sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range

$27- $34/ HR

Work Location

This position will work on-site at the company’s corporate office in Calabasas, CA.

Equal Opportunity Employer

Pay Transparency Notice

We believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.

Non-Solicitation from Third Parties

Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products, or commercial interests.

Notice to Agency and Search Firm Representatives

Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.

Fair Chance Ordinance

Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.