Merchant Service Representative
Product & Innovation
Puerto Rico
General Responsibilities
The Merchant Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer service department. The Merchant Service Representative is also in charge of boarding all merchant data into the different applications.
•Provide exceptional merchant service by responding to all walk-in customer service requests, inbound customer calls, and written correspondences.
•Actively listen to merchants' requests and inquiries.
•Retain merchants who inquire about canceling products or services through open listening, negotiation, and policy review
• Keep records of merchant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Attracts potential merchants by answering product and service questions, suggesting information about other products and services.
• Involves analysis situations, decision-making, and interaction with other Departments to help and resolve merchants' needs.
• Adjusts complaints concerning charges or service rendered, referring complaints of service failures to designated departments for investigation.
• Boarding merchants to VPP/GPS/DSCV/PMT/Service Catalog.
Performs duties through methods and actions that are consistently ethical and in total compliance with the laws, applicable regulations, Code of Ethics, corporate policies and guidelines and rules of conduct. Completes corporate trainings and certifications intended for the detection and prevention of money laundering related activities and fraud, insider training and conflict of interest policies and procedures, as applicable.
Education and Experience Required
Associate degree in Business Administration from an accredited college or university.
• Two (2) years of experience in a customer service role.
• Two (2) years of experience in a data entry role.
• Prior experience in a role supporting technology products or financial inquiries related to customer boarding and billing is a plus.
Knowledge and Skills Required
Bilingual (English/Spanish)
Proficiency in Microsoft Office (Excel, Word, PowerPoint, and Outlook).
Excellent interpersonal skills.
Additional Information
L-V 8:00am-5:00pm
Available to work extended hours, weekends and/or holidays as needed and the availability to travel as required supporting projects in the region.
“Evertec Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law.EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, please contact the People & Culture Department in advance at (787) 759-9999 or send an email totalentacquisition@evertecinc.comin order to accommodate your special needs. Evertec is an employer with E-Verify to verify the eligibility for employment of all the new employees.Participation Poster. Drug-free company. Equal Employment Opportunity/ Affirmative Action for Women/Veterans/People with Disabilities.”