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Our mission at FiNet is to provide small businesses nationwide with a wide range of modern payment processing options. Through our partnerships with community financial institutions, we can empower merchants to operate more effectively while generating revenue for our partners. Throughout this process, we are committed to offering personalized support they’ll find nowhere else in the payments industry.
We’re looking for a Customer Service Representative with an acute focus on problem-solving and the people skills to match.
As a Customer Service Representative (CSR), your primary responsibility is to be our small business merchants’ point of contact. Unlike a typical call center with a scripted response for every situation, each call, email or chat you receive will be unique and unlike the previous one. We rely on your knowledge, experience and intuition to guide you through solving problems.
We aim to work with our customers to resolve these issues to their satisfaction. We don’t focus on call volume or tracking the duration of each call. What matters most is that the problem is resolved accurately, and our customers have faith in us to handle their requirements.
The Customer Service group has two primary focuses:
You have experience in payments, merchant services or credit card processing. We will offer the required training to help you navigate the complexities of the payments industry and effectively solve problems. However, having a solid foundation of knowledge that includes an understanding of payment-related terminology, pricing and other vital concepts will enable you to simplify your learning process.
You have two years of experience dealing with people in a structured support setting. As a CSR, you will interact with a diverse range of personalities. Understanding your audience and having effective communication skills are crucial to ensuring a positive experience for the customer while still conveying important information.
You will face situations where customers may be hostile or unfriendly. In such scenarios, you should remain calm and composed under pressure, with the ability to diffuse tense situations and make customers feel at ease.
The CSR will need to concurrently work through multiple support scenarios and maintain an ongoing dialogue with customers or third parties. Therefore, the ability to multitask and stay organized is crucial for this role.
You should genuinely want to help people and strive to provide them with a positive outcome.
You are willing to learn. Having prior experience doesn’t mean there is nothing more to learn. A CSR must maintain a positive attitude and be open to new ideas.
You’re not afraid to tackle anything tech-related. Daily, you will be required to use either Windows or MacOS, basic office suites such as Microsoft 365 or Google Apps and various web-based tools. Additionally, most modern payment products have a strong technical component; therefore, an intuitive feel for contemporary electronics and web services is crucial.
You have the proper outlook. You are a problem solver, detail-oriented and continuously strive to achieve the desired results. You set the bar high for quality, both in your work and the approach you take towards it. Although we are a laid-back company compared to most in our industry, we still value the basic principles of integrity, professionalism, productivity, teamwork, accountability and putting in a full day’s worth of hard work.
A complete compensation package is finalized once the interview process is concluded. It will account for experience and our judgment of core competencies.
The expected pay range for this position begins at $36,000 per year.
Additional benefits include:
Sensible, affordable merchant services solutions for community financial institutions and small businesses.
800.487.5577