Exceptions and Research Specialist I

Global Payments Inc.


Date: 1 day ago
City: Quezon City
Contract type: Full time
Description

  • Analyze and resolve merchant enquiries like simple payment enquiries for transactions that may already be available or found in the system by means of systematic gathering of relevant information and utilizing all systems.
  • Effectively handle all straightforward customer queries to ensure these are completed following the appropriate procedure and/or policy.
  • Investigate, validate & resolve billing and funding requests received from Internal/external customers.
  • Provide accurate and concise written and verbal responses in all internal and external customer communication.
  • Complete assigned transactional projects and tasks within the provided TAT.
  • Escalate any urgent or non-standard requests to the Mentor or Supervisor.
  • Identify and inform management of product, process or system issues/failures making objective recommendations for process improvements.
  • Update the appropriate systems following completion of customer queries in an accurate and timely manner.
  • Ensure SLA’s, productivity and quality standards are achieved in line with objectives. Metrics include but are not limited to service accuracy, productivity, show rate, and quality scores.
  • Use online systems to review and interpret merchant data and educate merchants to better understand Global Payments and payment card industry standards and procedures.
  • Perform tasks and/or projects assigned as and when necessary.

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