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Account Changes Representative

The responsibilities of an Account Changes Representative includes; performing maintenance requests efficiently and accurately for new and existing accounts. Representative is also accountable for providing necessary support to our customers (merchants & agent partners) as well as and internal iPayment teams. Understanding that quality is critical, the Account Changes representative will focus on key areas such as  obtain/review documentation, verify signatures when applicable, and process requests in the appropriate systems. As a team, our objectives are to exceed department time service standards, and to enhance our customers’ experience.

Key Responsibilities:

  • Identify, research, and resolve merchant issues
  • Follow up on customer inquiries
  • Review and verify information provided on appropriate forms
  • Setup merchant profiles within software applications or 3rd party websites for hardware/point-of-sale equipment
  • Activate, deactivate, and make appropriate changes to credit card types
  • Update banking information
  • Update merchant physical and mailing address information, phone numbers, email addresses
  • Update rates and fees on merchant accounts
  • Activate, deactivate, or make changes to loan agreements through contracts received from 3rd party cash advance partners.
  • Perform account closures, reactivations, and seasonal merchant changes.
  • Recommend process improvements
  • Provide training to new and current employees
  • Assist with any other duties assigned by Management.

Key Competencies:

  • Multi-Tasking and attention to detail
  • Must be a team player and work well with others.
  • Strong follow up skills.
  • Professional verbal and written communication skills.
  • Problem solving skills
  • Able to provide excellent customer service to internal teams and partners
  • Strong organizational and time management skills
  • Self-motivating
  • Friendly with a positive attitude

Experience & Education:

  • Bachelor’s Degree preferred
  • Industry experience preferred
  • Computer literate with the ability to learn various software applications.
  • Minimum typing speed: 60 wpm.
  • Minimum 10-key speed: 40 wpm.
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