Full job description

The specialist maintains strong relationships with the Helpdesk leadership team to collaborate on tasks and projects. Works towards identifying trends to help alleviate volume and optimizing the client experience.

Respond to French emails from merchants and external/internal partners

Make outbound calls to merchants for internal escalated issues/inquiries

Handle French KYC/AML (request for documentation)

Handle French PCI Compliance (request for documentation)

Make French outbound calls for Bank Account Changes

Assist with tasks and projects from other functional groups that require analysis and call outs to merchants or other business partners

Maintain a high level of knowledge surrounding new products, features, services, and processes

Escalate any issue that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank.

Liaise with other areas of the organization in order to provide timely resolution to merchant inquiries

Ability to work within a dynamic and fast-paced environment

Demonstrate exemplary team working skills by maintaining a professional, positive supportive attitude

Core Competencies

Excellent verbal and written French and English communication skills

Ability to provide professional and interpersonal communication when interacting with others

Self-motivated, works well with minimal supervision, & performs well in a team environment

Knowledge of computer software systems such as Microsoft Office, basic internet troubleshooting skills, and ability to navigate between different applications/tools

Qualifications

Knowledge of payment processing industry and related procedures and products.

High school diploma equivalent. Preferred qualification includes college/university diploma/degree.

Minimum of 2 years of customer service experience.

Bilingual - English / French

Work schedules will vary depending on business needs. Schedule requires availability and flexibility during business hours, after hours, weekends and holidays.