Client Care Associate

Client Care Associate Job Description Template

Our company is looking for a Client Care Associate to join our team.

Responsibilities:

  • Assist with terminal troubleshooting;
  • Review batch and transaction history to ensure the merchant is properly paid for their credit card processing;
  • Attend priority escalation calls for merchant customers;
  • Explain to merchants what PCI Compliance is and how the program can help them achieve compliance;
  • Explain to merchants why chargebacks were lost and what the merchant can do to protect themselves against chargebacks in the future;
  • Set up mobile (smartphone) processing accounts;
  • Assist with merchant account closures;
  • Assist with changes to merchant information such as updating addresses, phone numbers, checking accounts, etc;
  • Special projects as assigned by management (calling campaigns, system updates, customer mailings, etc.);
  • Assist merchants with EMV upgrades including EMV-capable terminals and/or EMV software;
  • Review merchant statements and explain the rates and fees assessed to the merchant each month;
  • Assist with upgrading terminal equipment including discussing pricing with the merchant and determining which terminal to offer to the merchant;
  • Review incoming chargebacks with merchants and advise what documentation can be used to dispute the chargeback with the issuer’s bank;
  • Responsible for the merchant services phone queue (for all incoming merchant calls and must ensure that service levels are met on consistent basis).

Requirements:

  • With or without BPO experience;
  • TSR experience is a plus;
  • Excellent communication skills;
  • Knowledge in POS terminals is a plus;
  • Willing to work on night shift, weekends, holidays, and OT.