Specialized Research Analyst

About the role

Provides high-quality customer service to merchants by responding to inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned. Responds to telephone inquiries, requests, and problems from merchants. Troubleshoots, diagnoses, and provides merchants with solutions to resolve problems with service, authorization, and credit card processing terminals. Communicates applicable policies, procedures, and practices to merchants. Requests exceptions to policies and procedures on behalf of merchants as appropriate, within established limits.

Responsibilities

• Respond to telephone inquiries, requests, and problems from merchants.
• Troubleshoot, diagnose, and resolve issues related to service, authorization, and credit card processing terminals.
• Communicate policies, procedures, and practices to merchants.
• Request exceptions to policies and procedures on behalf of merchants, within established limits.

Requirements

• High school diploma or equivalent.
• Typically one to two years of customer service experience.

Skills

• Thorough knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems, and procedures.
• Effective telephone, interpersonal, and verbal communication skills.
• Strong problem-solving and negotiation skills, with the ability to handle difficult customer calls.
• Ability to identify and resolve/escalate complex problems.
• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.
• Proven commitment to high-quality customer service.
• Effective time management skills to maximize the number of clients assisted while maintaining a high level of customer service.

Benefits

• Healthcare (medical, dental, vision).
• Basic term and optional term life insurance.
• Short-term and long-term disability.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation (from two to five weeks depending on salary grade and tenure).
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.

Pay

Pay Range: $20.00 - $20.91 per hour.