Client Services Specialist

The Client Services Specialist  is responsible for providing exceptional customer service and technical support in a fast-paced, remote environment. The position involves handling incoming and outgoing calls, processing tickets, and resolving client issues related to login, billing, and device troubleshooting. The role requires a high level of independence, attention to detail, and the ability to manage multiple tasks under pressure. The successful candidate will maintain industry knowledge, adhere to security and compliance requirements, and contribute to monthly billing and reporting projects. This position is crucial for ensuring client satisfaction and operational efficiency through effective problem-solving, communication, and collaboration.

Responsibilities/Essential Functions:

•Must be able to work independently in a fast-paced setting and keep to tight deadlines under pressure

•Process tickets and queued requests by processing all appropriate systems builds and communications

•Taking incoming calls to assist with Login issues, billing questions, troubleshooting device issues, and other critical items a client may need.

•Making outbound calls to provide timely feedback as well as get clarifying information to help resolve client issues.

•Identify and resolve problems and possible delays in a timely manner. Must be able to solve practical problems and maintain ability to interpret a variety of instructions furnished in written, oral, or diagram form

•Diligent awareness of risks in processes and details in data entry

•Take ownership of calls and tickets assigned to you providing outstanding service and satisfaction.

•Will be involved in monthly billing and reporting projects where attention to detail is paramount

•Maintains industry knowledge by participating in educational opportunities and identifying and communicating impactful payments industry changes.

•Provides timely and accurate information / communication to all internal and external customers

•Provides appropriate feedback to the Company regarding escalated concerns

•Work after-hours rotation to provide assistance to clients who have critical outages and escalated to internal tier 2 teams as needed.

•Demonstrate an ability of great customer service skills; and relationship management; maintaining a professional demeanor and communication in the face of obstacles

•Understand and adhere to organizational information security and regulatory compliance requirements.

•Strong communication skills necessary, both verbal and written

•Solid multitasking skills.

•Creative problem-solving skills

•Extremely organized, with outstanding follow-through and follow up.

•Knowledge of Microsoft Suite of products (ie. Excel, Word)

•Interdepartmental and cross company teamwork / collaboration

•Adhere to both written and verbal processes

•Ability to work in an evolving environment

•Ability to articulate technical information to non-technical clients and peers.

•Ability to learn quickly

•Technology literate “Tech savvy” including payments technology

•Understanding of the payments processing industry beneficial

•Understanding of Industry Underwriting also beneficial

Education and Experience:

•1 - 2 Customer Service, Tech Support, or Escalation Support Experience

•1 – 2 Years of experience in a FinTech / SaaS

Preferred

•1 - 2 years of Gateway / Payment Acquiring Experience

•3 – 5 years of Payment Processing experience

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources

Disclaimer: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Target salary for this role is upwards of $40 - $50K per year.

Actual salaries will vary and be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of TrustCommerce's total compensation package for employees.

TrustCommerce is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

All your information will be kept confidential according to EEO guidelines.