Client Services Associate I

Newtek One

8d•$45,000 - $55,000

About The Position

NewtekOne®, ((NASDAQ: NEWT) Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business ("SMB") market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk. Newtek's and its subsidiaries' business and financial solutions include banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions. Newtek Merchant Solutions (NMS) is a key part of NewtekOne , processing over $5 billion in annual payments for over ten thousand customers. Our ability to offer multi-platform solutions allows us to provide the latest technology in payments processing to our merchant customers and partners. We are seeking a Client Services Associate to provide effective customer service/phone support of a basic technical nature to all internal and external Newtek clients by utilizing excellent knowledge of company products and programs. Ensure strong customer service by building long-term relationships with the assigned portfolio of accounts. Utilize internal systems to research, assist, and document customer service issues. Escalate client technical-related issues to Client Services II or III when necessary. Use a consultative selling approach; cross-sell other Newtek business service solutions to new or existing merchant(s).

Requirements

High School or equivalent experience and a minimum of 6 months to 1 yr. of customer service in a call center environment in the credit card industry, preferably.
Knowledge of Visa and MasterCard credit card processing and regulations a plus.
Prior working experience as a customer service representative a plus.
Comfortable with being on video camera while engaging with clients/customers, attending company/department meetings, etc. as required.
Learn to operate and troubleshoot Point of Sale (POS) devices, credit card equipment and gateways.
Willingness to learn and take directions.
Flexible to work within the designated work schedule as business needs change (i.e., late night, weekends, holidays, etc.).
Possess good work ethics and maintain good attendance.
Possess good telephone customer service etiquette.
Good data entry skills and ability to navigate among multiple systems.
Attention to accuracy and detail in processing information.
Ability to organize and manage multiple priorities in a high-volume call center.
Possess professional oral and written communication skills.
Possess strong active listening skills.
Desire to learn and adapt to the Company's culture and philosophy.
Possess good negotiation skills.
Ability to maintain confidentiality.
Basic knowledge of company products and services a plus.
Good follow-through skills and ability to resolve issues in a timely manner.
Good interpersonal skills and must possess a positive attitude.
Ability to work independently as well as in a team.
Competent in Windows based computer applications (Microsoft Office) and internal systems such Newtracker, and external systems such as Access One, Business Track, Global Download Service, Clover Dashboard Client Line, etc.

Nice To Haves

Associate degree preferred.
Bilingual a plus or may be required based on company needs.

Responsibilities

Answer calls from clients and ISO's regarding service, technical, chargebacks, and billing issues in a clear, friendly, and professional manner while adhering to established company guidelines.
Verify each call based on established procedures such as caller identification and social security or federal tax id confirmation.
Ask probing questions to determine the best way to assist the client and ISO with his/her issue and offer viable solutions.
Contact client and/or ISO's for clarity as needed.
Enhance customer experience and build relationships by presenting a professional image as you represent the company while being camera ready in accordance with company policies and procedures.
Interpret and educate the Merchant and ISO with regards to certain compliance policies and procedures in accordance with Payment Card Industry (PCI).
Handle customer service and technical contacts for platinum merchants, alliance partners and sales offices as assigned.
Meet established performance metrics to include but not limited to quality of call and call efficiency.
Perform research as it relates to non-financial and financial information (e.g., analyzing transactions and batches, account set up to include address or contact information, statements, rates and fees).
Route the client to the appropriate party after all client-related issues have been addressed, if necessary.
Ensure all telephone conversations are logged into the Newtek system with clear and detailed notes after completing each call.
Close tickets in the Newtek system within 48 hours when appropriate.
Learn to handle and provide technical support on terminals (FD series, Dejavoo series and Ingenico series to name a few) and gateways (USA Epay / NMI and Authorize.net) to troubleshoot and resolve issues efficiently.

Benefits

NewtekOne offers a competitive salary and an annual performance-based bonus program to reward your results.
We provide our employees with an excellent comprehensive benefits package including medical, dental, vision, supplemental benefits, and a 401(k) savings plan with an employer match.
On-going training on sales techniques, industry, and competitive landscape to support your career growth.

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