Career Search

Merchant Services Customer Specialist I - 3DHEN in Williamsville, NY at M&T Bank

Date Posted: 3/6/2018

Job Snapshot

Job Description

Title: Merchant Services Customer Specialist I
Basic Function: • Provide quality telephone support to Cash Management & Merchant customers as well as Cash Management & Merchant customer service representatives.
• Act as the primary customer service contact for in-bound customer / client calls solving problems and answering inquiries for all cash management and merchant services' products, utilizing excellent oral and written communication skills.
• Responsible for handling all escalated customer issues and assist in the new hire and ongoing training of all cash management customer service representatives.
Nature and Scope: Cash Management & Merchant Customer Service encompasses direct support of the following: Cash Management & Merchant customers, Cash Management & Merchant operations, Cash Management & Merchant sales and product management, branches, Commercial Bank regional customer service, and relationship managers.
Essential Position Responsibilities: • Demonstrate mastery of all Cash Management & Merchant products and meet all customer service and monitoring requirements.
• Receive escalated incoming customer client calls using excellent customer service and telephone skills.
• Answer customized inquiries and resolve complex customer issues using related software, mainframe applications, and appropriate documentation for all cash management and merchant services products.
• Act as the Lead to other customer service representatives and specialists.
• Handles large customer accounts and maintains the personal level business relationships.
• Work directly with external business and corporate customers, product managers, sales representatives and Cash Management operational staff to resolve product issues, customer problems and inquiries.
• Provide back-up customer service support as necessary.
Minimum Qualifications Required: • Associates degree or in lieu of a degree a minimum of two (2) years work experience
• Minimum one year Customer Service experience required.
• Be relied upon as the expert for handling complex customer issues and have a proven track record of interacting professionally with all levels of management and customer service representatives.
• Proven troubleshooting and problem solving capability required.
• Completion of the entire Cash Management & Merchant training program required.
Ideal Qualifications Preferred: • Minimum one year Cash Management & Merchant Customer Service experience.
• Demonstrated ability to interact and build rapport with all Cash Management & Merchant customers.
• Completion of the entire Cash Management & Merchant training program.
• Extensive personal computer skills.
• Demonstrated ability to use systems to troubleshoot complex customer inquiries and issues.
• Mastery of all related software programs and mainframe applications.
• Must be flexible with the ability to interact with clients, peers and management in a professional manner.
• Viewed by peers and management as an expert in Cash Management & Merchant Customer Service.
• Self-motivated and organized.
• Demonstrated ability to manage multiple projects and work under pressure.
• Ability to adapt to a changing environment.
• We encourage candidates with relevant military experience to apply.
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.