Customer Servicing Specialist

Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships. Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques. Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs, Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance) Resolve merchant disputes/adjudications, including process documentation and communication Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering. Manage case reviews, provide account support and configuration, handle compliance and risk documentation Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members. Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes. Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies. Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders. Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions. Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy. Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery. Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations. Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics. 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Bachelor's degree or equivalent experience Minimum 3+ years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or other customer-facing role Experience delivering client-focused solutions that meet customer needs Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) Experience in Looker, Tableau, other data visualization tool, or willingness to learn (?) Prior payments industry experience preferred Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions Experience successfully navigating matrixed, cross-functional team environments Ability to work at pace and tenaciously pursue resolution of complex issues Bias towards action and desire for continues learning and development