Merch Terminal Support CSR

225 Elavon, Inc.; Tennessee; Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Paid vacation

401(k) plan

Life insurance

Disability insurance

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a customer service professional to support merchants with payment processing and related inquiries. You will troubleshoot issues, explain policies, and escalate complex cases while delivering high quality service to clients.

This remote, home-based role, scheduled Tue-Sat 2:30pm–11:00pm EST, includes benefits such as healthcare and retirement plans, and offers growth within the U.S. Bank and Elavon teams, with ongoing training and career development opportunities.

Qualifications

• High school diploma or equivalent.
• Typically two or more years of customer service experience.
• In-depth knowledge of products, services, problem resolution practices and procedures.
• Strong telephone and interpersonal communication skills.
• Proficient with Microsoft Office applications.

Responsibilities

• Provide 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.
• Troubleshoot, diagnose and provide merchants with solutions to resolve problems with service, authorization and credit card processing terminals.
• Communicate applicable policies, procedures and practices to merchants.
• Request exceptions to policies and procedures on behalf of merchant as appropriate, within established limits.

Skills

Customer service

Communication

Problem solving

Negotiation

MS Office

Time management

Product knowledge

Education

High school diploma or equivalent

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

Job Description

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 merchant as appropriate, within established limits.

Basic Qualifications

• High school diploma or equivalent
• Typically two or more years of customer service experience

Preferred Skills/Experience

• In-depth 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 as well as 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 that can be assisted while maintaining a high level of customer service

Schedule for the role will be: Tuesday - Saturday 2:30pm to 11:00pm EST

Location Expectations

This role is designated as U.S. home-based remote.

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
• Review our full benefits available by employment status here.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements).

Pay Range: $20.00 - $24.38

U.S. Bank will consider qualified applicants with arrest or conviction records for employment.

U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance.

U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Posting may be closed earlier due to high volume of applicants.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.