FinTech Customer Support Specialist

EML; Leawood (KS); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

20 days PTO + 5 flex days

Birthday leave

Paid parental leave 12 weeks

Medical and prescription cover (EML 90

Health Savings Account (HSA)

Dental and vision cover (EML 75%)

Short-term disability 60% & long-term

Life and AD&D insurance

Professional membership assistance

Job summary

EML Payments is seeking a Customer Service Representative to handle inquiries about products and services, support merchants and cardholders, and resolve issues while delivering high levels of customer satisfaction. The role emphasizes proactive problem-solving, professional communication, and independent work habits.

The position requires a bachelor’s degree or equivalent experience, proficiency in Microsoft Office, and the ability to work across teams with confidentiality and adaptability.

Qualifications

• Bachelor’s degree or 2 years' equivalent work experience.
• Proficiency with Microsoft Office (Teams, Word, Excel, PowerPoint).
• Excellent communication, including verbal and written.
• Able to work independently with minimal supervision.
• Maintain confidentiality of information as appropriate.
• Flexible with schedules and deadlines.
• Knowledge of customer service procedures and solutions.

Responsibilities

• Handle high volume inbound calls and maintain SLAs.
• Make outbound calls to merchants, programs, or cardholders as needed.
• Communicate professionally in all formats, internally and externally.
• Identify solutions to defuse frustration and reduce escalations.
• Establish and maintain effective relationships with customers and team.
• Maintain consistent, punctual attendance.
• Translate documentation if bilingual/multilingual.
• Pursue personal development of professional skills and knowledge.
• Perform other duties as assigned.

Skills

Customer service excellence

Verbal & written communication

Conflict resolution

Team collaboration

Education

Bachelor’s degree or 2 years of equivalent work experience

Tools

Microsoft Office (Teams, Word, Excel, PowerPoint)

EML Atlas

Cardspot

Job description

EML Payments is seeking a Customer Service Representative to handle inquiries about products and services, support merchants and cardholders, and resolve issues while delivering high levels of customer satisfaction. The role emphasizes proactive problem-solving, professional communication, and independent work habits.

The position requires a bachelor’s degree or equivalent experience, proficiency in Microsoft Office, and the ability to work across teams with confidentiality and adaptability.