Bankcard Operations Representative - Customer Service

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

Weekly Working Hours: 40

Redwood Merchant Services, a division of Westamerica Bank, serves national accounts in the merchant bankcard industry. Redwood offers credit card processing products and services for new and existing businesses to accept payments in-store, over the phone and online. Redwood has been in the merchant acquiring business for 30 years, we are America’s largest of our size merchant acquirer. Our strengths are our people, merchants and business partners. Located in Santa Rosa

Customer Service/New Account Management

Under the guidance of the department supervisor, work with merchants, partners, vendors and internal staff. Balance incoming calls with fact-finding questions and research to resolve merchant inquires and service related questions. Understand that merchant’s communication is different across the country and be empathetic to the needs of the caller, whether merchant or service related.

Job Responsibilities:

• Meeting and exceeding customer expectations by providing introductory information for new merchants
• Ensuring that mer
  chant questions are answered in a satisfactory manner and that the merchant is satisfied with the level of service given
• Determining the quickest, most effective ways to answer a merchant or partners questions.
• Escalating queries and concerns with troubleshooting common issues with uncommon twists
• Board new front-end accounts in our processing platforms
• Assist with the installation of new hardware & troubleshoot technical problems
• Collaborating and sharing ideas, problems and solutions, documenting merchant calls results
• Willing to take direction, implement direction and provide feedback on call results
• Other duties as assigned

Skills and Qualifications:

• 3+ years of customer service in a fast paced environment: Merchant Services/Acquiring industry desired but not required
• Capable of making quick, sound decisions with the ability to justify recommendations
• Work well in a dynamic environment both individually and as part of a team
• Strong research and analytical skills.
• Proficient in Word, Excel, and Outlook.
• Ability to "prioritize" workflow while being able to handle "multiple tasks" and stay organized.
• Possess the initiative to suggest and implement new ideas.
• Excellent written and verbal communication skills.

REQUIRED KNOWLEDGE:

• Excellent interpersonal and communication skills.

• Ability to work collaboratively within a small team environment.

• Experience working in Customer Service a plus but not required.

• Minimum education required

• Minimum number of years experience required.

MENTAL DEMAND:

Ability to work within specific deadlines, in a team environment, as well as independently within appropriate cost and budget guidelines. Must prioritize multiple projects.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee may be required to use hands to finger, handle, feel, or manipulate computers, calculators, phones and other office equipment and must be able to clearly communicate and write, hear, and talk with co-workers and customers. The employee is required to walk and stand for long periods of time. The employee is required to occasionally reach, sit, stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific visual abilities are required in the job including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment described here is representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

EQUIPMENT:

Computer, printer, telephone, copier, fax,

DECISION MAKING

Independent or amount of oversight

SUPERVISORY RESPONSIBILITY:

Directly: - 0 -

Indirectly: - 0 -

FINANCIAL IMPACT:

Risk if duties are not carried out

CONTACTS:

Internal: Department, branch and corporate staff

External: Vendors

EOE

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