Executive Client Specialist

Position Summary:

The main function of an Executive Client Specialist is to service the top Paysafe partner accounts (inbound call queue & incoming ticketing & email queue). Primary objective is to exceed client expectations while resolving their issues pertaining to their merchant portfolio. This role is complementary to our sales efforts and has direct impact on future revenue. Individual must focus on quality, pricing and product differentiation. Position must create and retain partner loyalty by providing a differentiated experience through rapport and industry expertise. Additional responsibilities may be assigned by the manager.

Key Responsibilities:

• Provide consistent, timely, & accurate information to our partners
• Assist agents with Technical questions
• Articulate how a new account is received, underwritten, and booked.
• Answer questions regarding Underwriting Guidelines.
• Answer questions regarding card processing industry and products.
• Adhere to company and department’s attendance and punctuality policy and procedure.
• Evaluate competitor’s financial statements and create cost comparison.
• Respond/resolve to complaints & conflicts
• Handle operational details
• Explain policies and procedures
• Explain and consolidate Residuals
• Research Merchant accounts on Partner’s behalf
• Work as liaison for our Partners with internal departments
• Work as initial escalation point for partner issues
• Track and report daily individual representative Zendesk tickets, calls taken, logged in time and rolled calls
• Track and report daily/weekly/monthly department statistics including Zendesk tickets, and accumulated calls

Key Competencies:

• Ability to handle higher level tasks; including being proactive to solve issues, work with members of management and influence the actions of others.
• Extremely organized and detail oriented.
• Excel in a fast pace environment and ability to meet deadlines.
• Able to handle multiple tasks simultaneously.
• Dependable with strong follow through skills.
• Ability to handle difficult phone calls and remain calm and courteous under pressure.
• Excellent written and verbal communication skills.
• Good data entry and keyboard skills.
• Knowledge of Agent/ISO/ISV business models.
• Ability to “own” issues & see them through resolution.
• Sense of “urgency” in actions & responsiveness to clients.
• Support & service “mind set” always.
• Be a good “corporate citizen”.