Client Services Representative

REPAY - Realtime Electronic Payments; Pleasant Valley Township (IA); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

401(k) employer match

Comprehensive benefits package

Great team environment

Job summary

REPAY is seeking a seasoned Client Services Representative to deliver outstanding support to clients, agents and partners across multiple channels. You will educate clients on REPAY products, resolve software and hardware issues, and help with case creation and reporting.

Ideal candidates have 3+ years in customer service or account management, strong Excel/Word skills, and a proactive, customer-centric approach.

Qualifications

• 3+ years in a customer service or account management role.
• Strong written and verbal communication with a customer-first approach.
• Proficiency with Word, Excel and basic CRM tools.
• Ability to multi-task across cases, billing and system inquiries.
• Experience in the payments/merchant services industry preferred.

Responsibilities

• Provide excellent support to clients, agents and partners.
• Educate clients on REPAY products and industry practices.
• Manage inquiries via phone, email or CRM cases.
• Assist with risk and chargeback questions and basic training tasks.
• Coordinate with engineering, accounting and product to resolve issues.

Skills

Customer Service

Account Management

Communication

Multitasking

Problem Solving

Merchant Services

Detail Orientation

Tools

Word

Excel

Internet-based software

Job description

About Repay

REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast‑growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

About Repay

REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast‑growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

About The Role

REPAY is looking for an experienced Client Services Representative to provide an excellent customer support experience to our clients, agents, and partners. Each interaction is an opportunity to educate our clients on our industry leading products, as well as showcase how you and REPAY are best in class with exceptional talent and service. We offer a full benefits package, a competitive compensation package, and a stellar work environment where we empower each employee to make contributions that have impact on our company’s continued growth and success. This position investigates and resolves software and hardware problems of existing clients, merchants and applicants.

Responsibilities

• Keep system user documents up to update and help clients with their user set‑ups for multiple systems.
• Learn how to create ‘cases’ for production questions and report requests from clients
• Learn Basic Risk and chargeback functions to assist clients with questions
• Learn and be the back‑up for Risk Dashboard training
• Learn the 1099K procedures that take place each year
• Assist in card brand change projects each April and October
• May be required to perform other related duties as assigned
• Effectively manage client inquiries including billing, utilization of systems, research requests and enablement of new functionality via phone, email, or CRM case
• Learn the functions of Salesforce Online Applications to assist clients with questions. Be able to relay questions to the Salesforce development team when needed
• Works cross‑functionally with other departments including engineering, accounting and product to resolve issues

Skills & Experience Needed

• 3+ years in Customer Service or Account Management focused role
• Extensive knowledge of Word, Excel and Internet‑based software
• Ability to communicate effectively, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity
• Attention to detail in composing, typing and proofing material
• Able to establish priorities and meet deadlines
• Display a willingness and ability to make timely decisions with sound and accurate judgment. Able to substantiate and include appropriate parties in the decision‑making process.
• Able to multi‑task
• Confidence in talking with clients
• Experience in merchant services / payments industry preferred
• Must prioritize identifying and solving problems above merely answering questions

WHY JOIN REPAY… BECAUSE CULTURE IS EVERYTHING

GROWTH & PEOPLE‑CENTERED LEADERSHIP

As the industry‑leading financial technology provider in the Consumer Finance and Business‑to‑Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest‑growing middle‑market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions.

FUN WORK ENVIRONMENT & GREAT TEAMS

We offer it all: business to casual dress, great snacks & beverages, and open‑air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self‑driven, motivated professionals who do not require micro‑management to ensure we produce high quality and timely work.

INNOVATION & EDUCATION

We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.

PUTTING OUR PEOPLE FIRST

We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work‑life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.

REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.

We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.