As a Customer Service Specialist, you will be assisting and communicating effectively on issues that may arise throughout the workday regarding a customer’s account. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. You will also be responsible for research, documentation, and communication of the above issues effectively and accurately.

A successful Customer Service Representative will provide quality customer service in a heavy call environment. Handling, investigating, and resolving a variety of customer issues to meet or exceed service levels. Along your journey at Fortis, you will be responsible for the below, along with any other tasks assigned directly by your direct Manager:

• Develop and maintain strong relationships with Customers and Partners
• E-mail communication via Outlook
• Phone Queue – incoming and outgoing calls
• Utilize resources and techniques to answer questions and solve problems for Customers, Partners, and internal Fortis Departments.
• Complete Maintenance Request on behalf of Internal Fortis Departments and customers:
• Bank Account Change
• Phone/Address/Email Change
• Lowering Rates/Fees
• Issuing Refunds
• Legal Name/ Business Name Changes
• Principal Changes/Additions
• Additional Entitlements
• ACH Rejections
• Understand and effectively communicate different online reporting tools that Fortis Supports based on processor/relationship
• Understand basic functionality/services of the Fortis (Zeamster) Gateway
• Assist customers with PCI Compliance questionnaire/scan
• Proficiency in using the below systems:
• DocuSign
• Internal Fortis CRM
• Microsoft Suite (Outlook, Word, Excel, PowerPoint)
• Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
• Deposits/Withdrawals/Reconciling Inquiries
• Answer in depth questions regarding month end statements
• Calculating overall rate
• Escalate issues to the proper contacts with the Processor directly or internally
• Working with the Processor or Internal Departments at Fortis for a resolution

Requirements

• High School Diploma or equivalent
• Customer service experience - enjoy providing exceptional service
• Merchant Services experience preferred
• Ability to communicate clearly with all customers
• Able to work cross-functionally with team members
• Strong follow-up and organizational skills
• This position is full-time with the possibility to turn into a Hybrid Schedule once first 90 days of training has been completed
• Training Schedule for the first 90 days is 9am-6pm EST; After training, must be able to work various schedules based on business needs

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote
• Office

Ability to commute/relocate:

• Novi, MI 48375: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please provide your direct email address:

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Required)

Work Location: Hybrid remote in Novi, MI 48375

Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.