Job Mission:
What is the primary responsibility for this position?
The Client Support Specialist is responsible for the completion of tasks that support the implementation and long-term success of Arrow Payments Clients including responding to Client questions, training Clients on payment solutions and assisting with creating an extraordinary Client experience throughout the entire Client journey.
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:
- Excellent Communication: Clearly and proactively communicates the status of requests to Clients and internal stakeholders. Escalates as appropriate without letting an issue boil over.
- 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.
- Timeliness of Delivery of Output: Produces work on time, without sacrificing quality.
- 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.
- Functional/Technical Skills: Experienced and up to functional or technical proficiency to do the job at a high level of accomplishment.
- Patience: Ability to approach a request with enthusiasm and positivity, whether it is the first time or 100th time.
- Integrity and Trust: Follows-through and does not cause problems for others. Is seen as a direct, truthful, and widely trusted individual.
- Listening: Acknowledges points others are trying to make via attentive and active listening, even when he/she/they disagrees.
- 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.
- 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
- Manage monthly SAQ process
- 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