Merchant Support Rep I

Maverick Payments; Calabasas (CA); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health insurance

401K with matching

Paid time off

Bonuses

Career development

Office culture

Job summary

Maverick Payments in Calabasas, CA is hiring a Merchant Success Representative I to deliver payments support with a superior client experience. You will handle inquiries via phone, email, chat, and other channels while maintaining detailed records of interactions.

The role emphasizes problem solving, cross-functional coordination, and adherence to PCI/security guidelines, with opportunities to learn merchant services functions and contribute to team improvements.

Qualifications

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Proficiency with Microsoft Suite.
• Ability to troubleshoot and problem solve.
• Strong written and verbal communication.
• Attention to detail and analytical skills.
• Ability to work autonomously with high output.
• Credibility, reliability and trustworthiness.

Responsibilities

• Provide first-class customer service/support via telephone, email, chat, and other channels.
• Triage inbound customer communications and manage ticket priorities.
• Maintain accurate records of inquiries and problems handled.
• Absorb and retain system, policy and procedure knowledge.
• Use all tools/systems to enhance department knowledge.
• Assist with merchant services functions and PCI compliance basics.
• Provide basic technical assistance and password resets.

Skills

Customer service

Microsoft Suite

Communication

Analytical skills

Autonomous work

Education

High school diploma

Tools

Microsoft Suite

Job description

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

About Payments

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-added services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, information technology, and more.

About The Position

Under the direction of the Manager of Client Services, the Merchant Success Representative I, is responsible for providing payments related support services while ensuring superior client experience in all 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 escalated 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.
• Acting as interdepartmental support guidance liaison and providing solutions.
• 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.
• Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
• Handling 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 solutions to overcome challenging situations.
• Supporting specialized projects on an as-needed basis to full follow thorough and final completion as directed by the leadership team.
• Other duties assigned.

Qualifications

• High school diploma or equivalent.
• 2+ years of relevant customer experience.
• Proficiency with Microsoft Suite
• Ability to effectively identify, troubleshoot and problem solve.
• Ability to listen to others and communicate in an effective manner.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to listen to others and communicate in an effective manner.
• Able to communicate ideas, thoughts, and facts in writing and otherwise.
• Ability to prevent, manage, and/or resolve conflicts.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility this is responsible, reliable, and trustworthy.
• Ability to ensure that one's own and other's work and information are complete and accurate.
• The ability to carefully prepare for meetings and presentations.
• The ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• The ability to understand how an organization must change considering internal and external trends and influences.
• Ability to focus personal efforts on achieving results consistent with the organization's objectives.

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 matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition and bonus programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range

$23- $26/ hr. Works on-site at the company’s Calabasas office.

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.

Fair Chance Ordinance

Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.