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Agent Support Specialist

Signature Payments

Agent Support Specialist

Burbank, CA
Full Time
Paid
  • Responsibilities

    Job Description

    ABOUT THE ROLE:

    POSITION: AGENT SUPPORT SPECIALIST

    REPORTS TO:  SVP, SALES

    DEPARTMENT: AGENT RELATIONS (TEMPORARILY REMOTE)

    STATUS: FULL-TIME, NON-EXEMPT

     

    WHO WE ARE 

    SIGNATURE PAYMENTS IS A PAYMENTS TECHNOLOGY COMPANY THAT PROVIDES SOLUTIONS THAT ALLOW MERCHANTS AND PARTNERS TO INTEGRATE AND ACCEPT PAYMENTS ANYTIME, ANYWHERE. WITH MORE THAN 20 YEARS AS A TRUSTED PAYMENTS PROVIDER, SIGNATURE OFFERS A VARIETY OF PRODUCTS AND PROGRAMS FOR MERCHANTS OF ALL SIZES ACROSS INDUSTRIES.

    POSITION SUMMARY

    We are in search of a knowledgeable, team oriented, and motivated AGENT SUPPORT SPECIALIST to work in our Burbank Office. The AGENT SUPPORT SPECIALIST will be responsible for maintaining and increasing agent/merchant satisfaction by providing agent support, deepening relationships, and assisting with sales.

    The ideal candidate has a passion for people and actively engages with and addresses agent/merchant needs, pays attention to detail, has an ability to multi-task, manages time effectively, and can learn new systems quickly and effectively. The ideal candidate also has excellent verbal and written communication skills with the ability to work within a team and can work well in a fast-paced environment.  Must be proficient in using computer programs, including Microsoft Office (Word, Excel, PowerPoint, Outlook).

    POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

    ·         Ensure proper paperwork and processes are being used consistently.

    ·         Complete verification and set up of ISO: pricing and hierarchy.

    ·         Oversee training of sales representatives: training to include processing paperwork; understanding the flow of onboarding process;    navigating Deployment, Customer Service, and Technical Support.

    ·         Conduct training for direct sales and ISO/Agents: merchant reporting and other value-added relationships.

    ·         Assist ISO Sales Support resolving partner issues.

    ·         Answer partners’ daily inquiries about deposits, batches, statements, billing, and account change requests.

    ·         Act as a point of escalation if Customer Service or Technical Support is unable to resolve issue for ISO/Agent or Direct Sales.

    ·         Outbound calls to ISO/Agents and assist with the recruitment of new agents.

    ·         Assist Sales with large merchant opportunities/issues, statement analysis, and profitability reviews.

    ·         Act as a product specialist: differentiate process platforms, and provide sales assistance with value added products such as ACH, gateway, gift cards, etc.

    ·         Introduce new products or industry changes.

    ·         ISO/Agent retention: oversee tracking of relationships and presenting to SVP, Sales.

    ·         ISO/Agent productivity: oversee generating reports and presenting to SVP, Sales.

    ·         Act as liaison between ISO/Agents and Marketing Department for special marketing needs.

    ·         Assist with residual reporting issues or special pricing requests under direction of SVP, Sales.

    ·         Act as liaison between Operations and sales partners, and third-party service providers.

     

    IDEAL CANDIDATE WILL BE/HAVE:

    ·         Minimum of 2 years of experience in payments or merchant services required.

    ·         High School Diploma required; Bachelor’s Degree in business preferred.

    ·         Excellent listening, face to face, and verbal communication skills; friendly, approachable, and professional customer service attitude.

    ·         Excellent written communication skills; ability to read, write, and comprehend.

    ·         Effective and comprehensive computer skills in Microsoft Office (Word, Excel, PowerPoint, Outlook); including strong Excel skills and report generation.

    ·         Must have the ability to use or adapt to new computer programs, software, equipment, and/or hardware.

    ·         Ability to prioritize and plan work activities; uses time efficiently in a rapidly changing environment.

    ·         Ability to work independently and exercise initiative and good judgment.

    ·         Multilingual _(_Spanish and/or Vietnamese preferred).

     

    COMPENSATION RANGE

    Pay is commensurate with prior experience, education, and abilities.

     

    EMPLOYEE BENEFITS: AVAILABLE UPON COMPLETION OF APPLICABLE INTRODUCTORY/WAIT PERIOD(S)

    • Health Care Benefits: Including Medical, Dental, and Vision Coverage

    • Employer Paid Holidays

    • Generous Paid-Time Off Policy (PTO)

    • 401(k) Plan with Employer Contribution

    • Employer Sponsored Basic Life Insurance

    • Employer Sponsored Long Term Disability

    • Employee Assistance Program (EAP)

    Voluntary Flexible Spending Account

    • Critical Illness Insurance

     

    PHYSICAL DEMANDS

    As an AGENT SUPPORT SPECIALIST, you will regularly be required to: work at a desk, conference table and work at a computer for extended periods of time. You will be frequently required to walk, sit, stand, and occasionally may be required to lift-up to 10 pounds unassisted.

     

    VETERANS OR FORMER MILITARY ARE WELCOMED

    Signature Payments is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. Signature Payments strictly prohibits and does not tolerate discrimination because of race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, age, disability, military status, or genetic information. This applies to all stages of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

    Signature Payments complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. Consistent with those requirements, Signature Payments will reasonably accommodate qualified individuals with a disability if such accommodation would allow the individual to perform the essential functions of the job, unless doing so would create an undue hardship. Signature Payments will also provide reasonable accommodations for an employee’s sincerely held religious beliefs or practices, unless doing so would create an undue hardship. Signature Payments prohibits, any form of discipline, reprisal, intimidation or retaliation for good faith reports or complaints or incidents of discrimination of any kind, pursuing any discrimination claim or cooperating in related investigations.

    Company Description

    Signature Payments is a payments technology company that provides solutions that allow merchants and partners to integrate and accept payments anytime, anywhere. With more than 20 years as a trusted payments provider, Signature offers a variety of products and programs for merchants of all sizes across industries.