Merch Terminal Support CSR

US Bank; United States; Remote; USD 28,000 - 34,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Pregnancy and parental leave

401(k) and retirement plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank's Elavon unit seeks a customer-focused specialist to support merchants with credit card processing and related services. You will answer inquiries, troubleshoot issues, and communicate policies clearly, helping merchants operate smoothly.

The role is remote, US-based, with a Tuesday–Saturday 2:30pm–11:00pm EST schedule. Training is provided and benefits are offered.

Qualifications

• High school diploma or equivalent.
• Typically two or more years of customer service experience.
• Able to troubleshoot and resolve customer issues with sensitivity.

Responsibilities

• Respond to inquiries from merchants regarding merchant card processing and related areas.
• Troubleshoot, diagnose and provide solutions to service, authorization and terminal issues.
• Communicate policies and procedures clearly and request exceptions within limits.
• Identify and escalate complex problems as needed.

Skills

Customer service

Telephone skills

Problem solving

Negotiation

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

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

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.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants .

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 .

Equal Opportunity Employer

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.

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 .

Salary

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.