Client Care Associate Job Description Template
Our company is looking for a Client Care Associate to join our team.
Responsibilities:
- Assist with terminal troubleshooting;
- Review batch and transaction history to ensure the merchant is properly paid for their credit card processing;
- Attend priority escalation calls for merchant customers;
- Explain to merchants what PCI Compliance is and how the program can help them achieve compliance;
- Explain to merchants why chargebacks were lost and what the merchant can do to protect themselves against chargebacks in the future;
- Set up mobile (smartphone) processing accounts;
- Assist with merchant account closures;
- Assist with changes to merchant information such as updating addresses, phone numbers, checking accounts, etc;
- Special projects as assigned by management (calling campaigns, system updates, customer mailings, etc.);
- Assist merchants with EMV upgrades including EMV-capable terminals and/or EMV software;
- Review merchant statements and explain the rates and fees assessed to the merchant each month;
- Assist with upgrading terminal equipment including discussing pricing with the merchant and determining which terminal to offer to the merchant;
- Review incoming chargebacks with merchants and advise what documentation can be used to dispute the chargeback with the issuer’s bank;
- Responsible for the merchant services phone queue (for all incoming merchant calls and must ensure that service levels are met on consistent basis).
Requirements:
- With or without BPO experience;
- TSR experience is a plus;
- Excellent communication skills;
- Knowledge in POS terminals is a plus;
- Willing to work on night shift, weekends, holidays, and OT.