Merchant Card Customer Service Representative jobs in Santa Rosa, CA

Bankcard Operations Rep I - Customer Service

SANTA ROSA, CA • Redwood Merchant Services

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

Weekly Working Hours: 40

Redwood Merchant Services, a division of Westamerica Bank is seeking a Bankcard Operations Representative for our Santa Rosa location. We are looking for outstanding people to join on our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

As Bankcard Operations Representative, one must exhibit excellent telephone customer service skills, as well as the following:

• Monitor and investigate merchant’s processing activities using a variety of risk tools
• Field customer calls requiring explanation of specific underwriting/risk policies and decisions related to those policies
• Contact banks, merchants and/or cardholders to verify transactions processed through merchant accounts.
• Conduct investigations regularly to ensure risk is managed and activity is compliant
• Concisely document your risk assessment findings
• Ensure that efficient and quality services are delivered that meet or exceed agreed service level standards
• Perform merchant account maintenance such as profile and bank account updates
• Collaborate with internal sales and other colleagues to support a successful merchant experience
• Stay current on merchant industry trends specific to the industries we support
• Perform other risk related duties as assigned including supporting the Credit team on reviewing merchant accounts

Skills & Requirements

• 1-2 years in the merchant services industry with experience specific to fraud and risk (Preferred)
• Experience working with various transaction & risk monitoring tools/systems (Preferred)
• Analytical mindset with a critical, investigative approach to problem solving
• Detail oriented coupled with a high level of curiosity and risk awareness
• Solid written and verbal communication skills
• Able to juggle multi tasks and deliver consistent high performance
• Experience with Microsoft Excel/Google sheets (basic functions)
• Ideally able to work an 8 am - 5 pm PT, Monday - Friday schedule

Candidate must possess strong written skills, intermediate computer skills and willingness to work in a fast-paced environment. Must also have the ability to calculate figures and amounts, such as discounts, interest, commission proportions and percentages.

EOE

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Job Type: Full-time

Pay: $17.49 - $18.96 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Every weekend
• Monday to Friday
• No weekends

Experience:

• Customer Service: 1 year (Required)
• Accounting: 1 year (Preferred)
• General Leder Balancing: 1 year (Preferred)
• Retail Banking: 1 year (Preferred)
• Risk Underwriting: 2 years (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Santa Rosa, CA 95403 (Required)

Ability to Relocate:

• Santa Rosa, CA 95403: Relocate before starting work (Required)

Work Location: In person