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Merchant Enhancement Rep

iPayment, Inc., a trusted provider of payment and processing solutions for small and medium-sized businesses (SMBs), is looking to hire a reliable and proactive Merchant Enhancement Representative to work in our specialized Merchant Enhancements Department.

Position Summary:

Merchant Enhancement ("M.E.") representatives make outbound communications to company merchants and ISOs on a variety of projects focused on ensuring all clients are processing in accordance to industry security standards as well as keeping POS (Point of Sale) systems current will the latest network enhancements. M.E. representatives answer and resolve incoming merchant and agent inquires related to point-of-sale (POS) equipment, PC applications and ecommerce gateways. Their function includes, but is not limited to, providing product information, troubleshooting and diagnostics. The department's role is critical to maintaining the high standard of service level maintained within the company.

Key Responsibilities:

  • Manage project task lists for conversion and enhancement projects as assigned to them
  • Strive to meet all project deadlines and communicate with team and manager regarding challenges faced
  • Communicate with clients regarding time critical payment industry regulation compliance through all channels available, including outbound calls, email, company letters, and fax
  • Maintain knowledge and understanding of various POS system’s functionality and troubleshooting through continued research and education
  • Create configuration files for POS equipment and assist merchants or agents with successfully completing a download
  • Remain logged into Department phone queue minimum of 7 hours per day, keep hold times under 8%
  • Score an average of 90% or more on call quality monitoring
  • Provide consistent and accurate information to our merchants and agents
  • Maintain a courteous, helpful and professional manner with both internal and external clients
  • Must understand and comply with company and department’s policies and procedures

Key Competencies:

  • Strong Communication Skills both in Written and Verbal
  • Customer Service Orientation
  • Strong Organizational Skills
  • Strong Initiative
  • Focus on Teamwork
  • High Stress Tolerance
  • Extremely Timely 
  • Reliable Time Management
  • High Computer Literacy
  • Expert in relevant Internal Systems

Experience and Education:

  • High School Diploma or Equivalent required but Associate’s or Bachelor’s Degree strongly preferred
  • 1 year Bankcard industry experience preferred
  • 1 year or more Call Center or Helpdesk experience required
  • Intermediate MS Office proficiency
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