Merchant Success Specialist

Maverick Payments; Calabasas (CA); Hybrid; USD 37,000 - 43,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

401K with up to 4% matching

Paid time off and holidays

Bonuses and incentives

Job summary

Maverick Payments in Calabasas, CA is seeking a Merchant Success Specialist to provide payments-related technical support and ensure a superior client experience across all channels.

Under the Client Services Manager, you'll triage inquiries, document issues, train new hires, and collaborate with cross-functional teams while upholding PCI compliance and security standards. Hybrid in-office options near Houston area may be available.

Qualifications

• High school diploma or equivalent.
• 2+ Industry experience in call center or customer support related role.

Responsibilities

• Provide first-class customer service via telephone, email, chat, and other channels.
• Triage inbound inquiries, monitor ticket priority, and process/elevate tickets.
• Maintain accurate records of inquiries and problems.
• Absorb and retain system, policy, and procedure knowledge.
• Utilize all tools to enhance department knowledge and performance.
• Share knowledge and train new hires.
• Educate customers on merchant services functions including batch, funding, reconciliation, and tax reporting.
• Provide basic technical assistance and PCI compliance guidance.
• Assist with account updates and chat support for the Merchant Success team.
• Offer feedback to uphold company policies and drive process improvements.

Skills

Customer service

Call center experience

Payments knowledge

Education

High school diploma or equivalent

Tools

TSYS experience

Fiserv experience

Merchant management CRM's

Job description

Exciting Opportunities at Maverick Payments!

Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!

About Us:

Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO's and ISV's, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick's team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.

About the Position:

Under the direction of the Client Services Manager, the Merchant Success Specialist is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction

• Provide first-class customer service/support via telephone, email, chat, and any future channel.

• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and elevate tickets accordingly.

• Maintains an accurate and complete record of all inquiries and problems handled.

• Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge.

• Utilizing all tools and systems consistently to enhance department knowledge.

• Retaining and sharing knowledge gained by supporting the team and delivering side-by-side training to new hires.

• Interdepartmental support guidance liaison and solutions expert.

• Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.

• Providing basic level technical assistance.

• Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.

• Assist with address and basic account update requests.

• Aid with Chat Support for the Merchant Success team.

• Providing, sharing feedback and constructive training to the team to adhere to company policies and procedures.

• Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.

• Handling complex client escalations via telephone, email, chat and any future channel.

• Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.

• Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.

• Supporting specialized projects and complex on an as-needed basis to full follow thorough and final completion as directed by the leadership team.

• Other duties as assigned

Qualifications:

• High school diploma or equivalent.
• 2+ Industry experience in call center or customer support related role.

Preferred:

• Experience in TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, merchant management CRM's.
• Experience in call center environments in the payments industry.

What We Offer:

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range: $27 - $31/hr.

This position will consider in-office and/or hybrid work schedules for candidates near Greater Houston area.

Maverick Payments is an Equal Opportunity Employer.

Pay Transparency Notice:

At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.