Job DescriptionEducation/Experience High School Diploma or GED required 7 years of financial services related experience required; credit/debit card experience preferredMajor Job Duties and Responsibilities Providing information and direction for customers regarding company services, operating rules, integrated billing, and general authorization and chargeback transaction research Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills Act as an escalation point for clients/customers Approve the referral of unresolved customer grievances to designated departments for further investigation Review, monitor, and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes Solicit sale of new or additional services or products Report on help desk activities to executive level managementSkills Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills (Required) Strong ability to work independently and manage one’s time (Required) Strong ability to accurately document and record customer/client information (Required) Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required) Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)