Merchant Card Customer Service Manager manages a team of merchant card customer service representatives. Establishes service standards and monitoring processes to identify and resolve performance issues with team or service systems and procedures. Being a Merchant Card Customer Service Manager provides development and training that ensure the team is prepared to provide efficient service. Coordinates with other internal functions to provide any technical or other services that are needed. Additionally, Merchant Card Customer Service Manager recommends changes to products or services to fulfill customer needs and to address new or unmet business needs. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Merchant Card Customer Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Merchant Card Customer Service Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.
Education/Certification: Associates degree in Finance, Business or related field or equivalent education and experience.
Required Knowledge: Operational understanding of all Department functions. Knowledge of credit and debit card processing including Visa rules, rewards, fraud, chargebacks, disclosures, regulations, statements, compliance, digital wallet, BIN, and portfolio management. Knowledgeable of all fraud monitoring tools including: Casetracker, Tranblocker, FICO Alerts, Interactive Text Alerts, Tokenization Notification for digital wallets. Thorough understanding of Kasasa Rewards, debit activity requirements and Fiserv Spectrum core processing functionality and card processing functions.
Experience Required: Three to five years of experience in card processing or card portfolio management environment or related experience.
Skills/Abilities: Strong interpersonal, leadership, and supervisory skills. Well organized. Strong customer services skills. Able to communicate complex information clearly. Strong problem-solving skills. Able to coordinate well with other departments and personnel. Ability to teach, train and coach others. Ability to work well under pressure. Professional appearance and attitude. Excellent presentation and communications skills. Self-directed and able to work with minimal supervision. Strong organizational abilities. Ability to operate related computer applications and other business equipment. Able to navigate multiple systems and use all related software applications. Ability to prepare and analyze reports using Microsoft Excel.
For full description, which includes physical mental demands please see attachment.