Client Support Specialist

Requirements:

• 3+ years experience in a customer-facing role
• 1-2+ years experience in payments or financial services preferred, not but required
• Location: Based in Chicago, IL or Remote
• Travel: None

Competencies:

1. Excellent Communication: Clearly and proactively communicates the status of requests to Clients and internal stakeholders. Escalates as appropriate without letting an issue boil over.
2. Time Management: Values time and uses his/her/their time effectively and efficiently. Concentrates on priorities, while also attending to a broader range of activities.
3. Timeliness of Delivery of Output: Produces work on time, without sacrificing quality.
4. Priority Setting: Has a keen sense of what’s mission-critical and what is just nice to do. As a result, he/she/they spends time on what is most important.
5. Functional/Technical Skills: Experienced and up to functional or technical proficiency to do the job at a high level of accomplishment.
6. Patience: Ability to approach a request with enthusiasm and positivity, whether it is the first time or 100th time.
7. Integrity and Trust: Follows-through and does not cause problems for others. Is seen as a direct, truthful, and widely trusted individual.
8. Listening: Acknowledges points others are trying to make via attentive and active listening, even when he/she/they disagrees.
9. Customer Focus: Dedicated to meeting the expectations and requirements of internal and external clients by prioritizing clients first. Establishes and maintains effective relationships with clients and gains their trust and respect.
10. Alignment and Compliance: Is aligned with the culture, values, and mission of Arrow Payments. Also encourages others to act in alignment with common organizational practices.

Responsibilities:

Client Support:

• Prioritization and execution of tactical tasks for clients
  • Manage your assigned tasks within the CRM system
  • Execute on assigned support cases, ensure all steps are set up and completed within the system, communicating to the client along the way
  • Communicate to Team Members as cases are in-progress and completed
  • Close support cases at the point of completion
  • Ensure tasks and cases are updated with appropriate next steps
• Front line client support
  • Answering client calls, emails with high-touch customer service within standard turnaround times
  • Ordering payment devices, installing and training client on new devices
  • Setting up payment pages, gateway accounts, and other configurations
  • Assisting clients with transaction refunds, reporting, research requests
  • Setting up new merchant accounts, training users on systems
• Supporting Customer Success Team
  • Scheduling meetings, sending invites and reminders
  • Manage Google folders
• Client love
  • Execution of Client Love initiatives including thank you notes, calls and gifts
• PCI Self-Assessment Questionnaire (SAQ) support
  • Manage monthly SAQ process
    • Reach out to merchants due for annual SAQs
    • Set up calls with clients to support them through the process
    • Lead monthly SAQ webinars
• Statement Reconciliation
  • Be able to articulate the client’s value-based pricing structure to them
  • Answer questions on monthly statements and reconciliation
• Operations:
  • Keep client success operations documentation up to date
  • Pull monthly reports from vendors on client activity
  • Complete research projects on payment solutions
  • Administrative tasks as assigned

Operations:

• Keep client success operations documentation up to date
• Pull monthly reports from vendors on client activity
• Complete research projects on payment solutions
• Administrative tasks
  • Collect mail and manage outgoing shipping