Merchant Customer Service Specialist I

Overview

Act as the primary customer service contact In Merchant Customer Service phone queue for in-bound customer / client calls solving problems and answering inquiries for all merchant services' products, utilizing excellent oral and written communication skills.

Primary Responsibilities

• Receive incoming customer client calls using excellent customer service and telephone skills.
• Answer inquiries and resolve customer issues for all merchant services’ products.
• Uses 14 to 15 related software's, mainframe applications for servicing clients
• Understand Processing on 6 different Merchant processing platforms.
• Answer Specialized Chargeback questions
• Work directly with external business and corporate customers, sales representatives and Merchant Services operational staff to resolve product issues, customer problems and more complex inquiries.
• Identify and monitor clients daily for Fraud or High risk processing
• Make recommendations on account adjustments, fees and waivers to client accounts.
• Technical trouble shooting of equipment and assessment , preparation and ordering of replacement equipment for the client

Education and Experience Required

Associate’s degree and a minimum of 1 year customer service/computer or related experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 year customer service/computer or related work experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Williamsville, New York, United States of America