Every day, Heartland, a Global Payments Company, makes it possible for
millions of people to move money between buyers and sellers using our products
and unmatched services. Simply, we create meaningful technology centered
experiences that enable our customers to prosper. If you want to work like an
entrepreneur, support and serve entrepreneurs and bring your expertise to a
dynamic team, then Heartland is for you. If it's in your nature to work
with a passion to provide tangible solutions for everyone you interact with,
then join us and let's see what we can do together.
Summary of This Role
Responds to customer inquiries via telephone, email, SMS and Chat to
provide problem resolution in accordance with the organization's service
standards. Receives and/or places telephone calls which are predominantly
routine, but may require deviation from standard screens, scripts, and
procedures. Answer customer telephone inquiries, orders, service needs and
complaints, respond where applicable or direct to technical/service areas.
Maintain detailed and current knowledge of the company's/assigned
client's products and services. Analyze customer service needs for
communication to service and technical departments, when applicable.
Requires ability to navigate a computerized data entry system or other
relevant
What Part Will You Play?
Begins to work off a phone queue to resolve a variety of payment and account
related requests and inquiries (card activation, account balance, fund
availability, fund transfers, payments, stop payment requests, account
closings, authorizations, name and address updates, loyalty program and
other general account maintenance/ information) for card holders
(customers) of 2 or more assigned clients and are capable of working in
various other call centers and clients. Provide more comprehensive responses
by utilizing more complex and robust green screens of client systems and
established documentation and processes. Enter required data into client
provided systems and databases. Determine most reasons for customer issues
using a client provided decision tree and escalate or refer unresolved
customer grievances and requests to more experienced CSRs or designated
departments for further investigation and resolution.
Further develops knowledge and familiarization of products, policies, and
procedures for a wide variety of clients and maintains an understanding of
association guidelines and compliance by regularly referring to online manuals
and specific client training required to resolve card holder inquiries. Is
certified under Global Payments quality certification programs.
What Are We Looking For in This Role?
Minimum Qualifications
High School Diploma or Equivalent
Typically Minimum 2 Years Relevant Exp
Phone customer service experience
Preferred Qualifications
Typically Minimum 2 Years Relevant Exp
On phone customer service experience; Global Payments systems end user
experience
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Has substantial understanding of the job and applies
knowledge and skills to complete a wide range of tasks.
Job Complexity - Works on assignments that are routine to moderately
difficult, requiring some decision in resolving issues or in making
recommendations.
Supervision - Normally receives little instruction on daily work, general
instructions on newly introduced assignments.
The US base salary for this full-time position is approximately $17.50 to
$20.00 per hour + benefits. Individual pay is determined by work location
and additional factors, including job-related skills, experience, and
relevant education or training.
Global Payments offers a comprehensive benefits package to all of our team
members, including medical, dental and vision care, EAP programs, paid
time off, recognition programs, retirement and investment options,
charitable gift matching programs, and worldwide days of service. To l arn
more, review our Benefits page at:
We anticipate to finish receiving applications on April 26th, 2024.
#LI-Hybrid
#LI-TP1
Heartland is an equal opportunity employer. Heartland, a Global Payments
Company, provides equal employment opportunities to all employees and
applicants for employment without regard to race, color, religion, sex
(including pregnancy), national origin, ancestry, age, marital
status, sexual orientation, gender identity or expression, disability,
veteran status, genetic information or any other basis protected by law.
Those applicants requiring reasonable accommodation to the application
and/or interview process should notify a representative of the Human Resources
TSYS is an equal opportunity employer (EOE) committed to employing a
diverse workforce and sustaining an inclusive culture.
Qualified individuals with disabilities may be entitled to reasonable
accommodations to assist in their pursuit of employment with TSYS. This
includes assistance in completing the job application (online or
otherwise) and reasonable accommodations during the hiring process. For
assistance with reasonable accommodations needed to apply for a job, please
contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern
Monday-Friday at 1.706.644.8747 or 1.877.644.8747 or email at
PayandBenefits@tsys.com.
EOE/Minorities/Females/Vet/Disability
TSYS is committed to diversity and equal opportunities for everyone. We are
committed to ensuring that all job applicants and team members are treated
equally, without discrimination because of gender, sexual orientation,