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About the Role
The Level III Account Resolutions Specialist serves as the highest escalation point for complex client account issues, demanding expert problem-solving and in-depth knowledge of account management and payment processing. This role involves analyzing and resolving intricate client challenges, collaborating with internal teams for sustainable solutions, mentoring junior specialists, and contributing to process optimization for enhanced efficiency and client satisfaction.
Responsibilities
- Serve as the escalation point of contact for incoming phone calls, addressing client inquiries with professionalism and accuracy
- Handle escalated client tickets that exceed the scope of Level One and Level Two Service Tiers
- Review and prioritize escalated tickets for efficient resolution
- Investigate and resolve complex account discrepancies, connection issues, billing issues, and service requests escalated to Level Three support
- Collaborate with internal teams to resolve multi-departmental concerns
- Ensure all tickets are documented thoroughly and updated regularly
- Provide clear, professional, and timely updates to clients regarding their inquiries
- Explain complex resolutions in an easy-to-understand manner
- Mentor all team members in the intricacies of Payment Processing and Account Maintenance
- Write procedures, how-to guides, and continuing education resources
- Analyze workflows with the Director of Client Experience to optimize efficiency and client value
- Assess Level One and Two ART by offering guidance and training on basic and complex scenarios
- Act as a resource for resolving questions and improving team knowledge
- Manage multiple team members and priorities in a fast-paced environment
- Execute all tasks within the ART Level One and Two Scope of Work
- Assist Level One and Two ART in ticket issuance and resolution after their Level Three tasks are complete
- Maintain daily/weekly/monthly metrics, including total tickets assigned, resolved, and open tickets
- Track trends and conduct root-cause analysis to identify and mitigate process issues
Requirements
- Bachelor’s degree or equivalent experience; coursework in business, payment processing, or a related field preferred
- 2+ years in customer service, payment processing, account management, or a related field, with experience handling escalated issues
- Experience with POS Terminals and payment gateways is a plus
- Demonstrates professionalism, patience, and empathy when addressing client inquiries
- Maintains a client-focused approach to deliver timely and accurate resolutions
- Strong verbal communication to effectively manage phone interactions
- Clear and concise written communication for email correspondence and ticket documentation
- Ensures accuracy in issuing and documenting service tickets
- Identifies errors or inconsistencies in account records or service requests
- Quickly assesses and resolves account issues within the Level Three ART Service Tier
- Escalates Level Three Closure requests to the Account Resolution and Closure Specialist (ARC) appropriately while ensuring smooth handoffs
- Manages multiple tasks effectively, including monitoring emails, handling calls, interacting with third parties and maintaining metrics
- Prioritizes workload to meet deadlines and service level agreements (SLA’s)
- Skilled in using CRM systems, ticketing software, and email platforms
- Comfortable generating and analyzing reports using basic data tools (e.g. Excel)
- Works collaboratively with team members to resolve issues and improve processes
- Actively participates in team discussions, offering feedback and insights
- Thrives in a fast-paced environment, responding promptly to changing priorities
- Open to learning new systems, tools, and processes to enhance efficiency
- Takes ownership of tasks and follows through to completion
- Proactively identifies opportunities for process improvement or efficiency
- Understands and adheres to company policies and regulatory guidelines
- Maintains confidentiality and security of sensitive client information
- Employee must be able to stand and/or sit for periods of time while waiting on customers
- Employee may be required to walk, reach, lift, carry and bend
- Ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs
- Use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together
- Ability to convey information accurately by speaking to customers and other employees
- Able to hear average or normal conversations and receive ordinary information
- Close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
Skills
- Payment Processing
- Account Maintenance
- Customer Service
- Communication Skills
- Attention to Detail
- Problem-Solving
- Organizational Skills
- Technical Proficiency
- Team Collaboration
- Adaptability
- Flexibility
- Accountability
- Initiative
- Compliance Awareness
- CRM systems
- Ticketing software
- Email platforms
- Excel
Experience Level
- 2+ years
Education Level
- Bachelor’s degree or equivalent experience