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About the Role

KORT Payments is seeking a dedicated professional to serve as the primary point of contact for high-value customers, ensuring timely resolution of issues and seamless customer experiences. This role involves acting as a liaison between customers and internal departments, assisting with statement navigation and chargeback processes, and providing training on payment processing equipment.

Responsibilities

Serve as the primary point of contact for high value customers, ensuring timely intake, assessment, and coordination with internal departments to drive resolution and deliver seamless customer experience
Act as a key liaison between high value customers and internal departments, ensuring high value customer needs are clearly communicated and that internal teams deliver the required services, support, and solutions in a timely and efficient manner
Assist high value customers in understanding their monthly statements and navigating the chargeback process, providing clear explanations and support to ensure transparency and confidence
Leverage knowledge of risk mitigation tools and procedures to educate and guide high value customers, promoting informed decision-making and compliance
Create, track, and manage service tickets from initiation through resolution, ensuring timely follow-up and coordination with relevant teams to meet service level expectations
Train and support high value customers in the setup and operation of payment processing equipment, including hands-on troubleshooting to resolve technical issues and ensure uninterrupted transaction flow
Effectively communicate resolutions to all monetary-related inquiries from high value customers, ensuring clarity and accuracy regarding their accounts
Investigate merchant transaction histories and reconcile discrepancies by analyzing processing data across various reports and supporting documents to ensure account accuracy and integrity
Demonstrate openness to coaching and feedback, maintaining a positive and professional attitude to continuously improve service delivery and client support
Actively contribute to departmental improvements and cross-functional initiatives, supporting special projects as assigned by management to enhance operational efficiency and service quality

Requirements

A minimum of 2 years of merchant services experience strongly preferred
Hands-on experience and working knowledge of credit card terminals and point-of-sale (POS) devices, including setup, troubleshooting, and day-to-day operation strongly preferred
Able to consistently perform in a high stress environment, under substantial deadlines
Maintains professionalism and composure when interacting with high value customers in high-stress or emotionally charged situations
Excellent organizational, verbal/written communication, and customer service skills
Set priorities and manage workflow to ensure efficient, timely, and accurate processing of all responsibilities
Proven analytical skills and strong business acumen
Able to thrive in a team environment and build/maintain professional relationships with co-workers and high value customers
Excellent follow-through skills.
Desire to learn and grow in industry knowledge

Skills

Microsoft Office, including Outlook, Word, Excel, and other data programs
Data entry skills, with 90% accuracy and a minimum of 40 WPM
Basic math skills
Moderate to advanced computer skills

Location

Toronto

Work Type

Hybrid
Full-time
Salaried

Experience Level

2 years of merchant services experience

Education Level

Bachelor’s Degree

Salary/Compensations

$65K - $70K

Benefits

Comprehensive Benefits Package: health, dental, and vision plans
Flexible and Inclusive Work Environment
Fun Events: team-building activities, company-wide celebrations
Professional Growth: ongoing learning opportunities, chance to take on new challenges

About the Company

KORT Payments specializes in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze.
Our mission is to empower businesses with top-notch capabilities in compliance, risk management, and payment processing.
Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
We are expanding our presence in the U.S. market, bringing proven solutions and an innovative approach to new industries.
We operate under the KORT Payments banner alongside Payfirma and Barnet.
We cultivate an inspired culture characterized by customer-centricity, commitment, respect, and agility.
Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork.
Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry.
We believe work should be fulfilling and fun!
Culture: Fearlessness, Accountability, Collaboration, Transparency.
Work Hard, Play Hard environment where contributions are valued and potential is unleashed.

Equal Opportunity

We are excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Payfirma and Barnet.