Merchant Services Representative (Non-Remote)

Full-Time Operations - Merchant Services Representative

Company: US Alliance Group, Inc. (USAG)

Location: Rancho Santa Margarita, CA 92688 (On-site position)

Job Type: Full-time

Salary: $26.00 - $31.00 per hour

Schedule: Monday - Friday, 7:00 AM - 4:00 PM

About US Alliance Group, Inc. (USAG)

Based in Rancho Santa Margarita, California, US Alliance Group, Inc. USAG is a one-stop-shop merchant service provider in the U.S. delivering the country’s most diverse portfolio of payment processing and financial services. From credit and debit card processing to ACH transfers, gift cards, ATMs, merchant cash advances, consumer lending, and beyond, USAG provides seamless, secure, and cost-effective solutions that empower businesses of all sizes to increase their cash flow, optimize their operations, and enhance their customer convenience.

Through strong relationships with top manufacturers, processors, banks, and network members, we continue to evolve with industry changes to deliver the most innovative payment technologies and become a trusted partner for thousands of merchants across the United States.

About The Role

The Merchant Services Representative works within our Operations Department to provide comprehensive and detailed support to our valued merchants. This critical role involves performing a wide variety of merchant support functions, focusing on resolving product and service-related issues, assisting with account reconciliation, and facilitating complex payment processing tasks like merchant disputes, chargebacks, cancellations, and account changes. You will be responsible for ensuring that all merchant conversations and resolutions are accurately documented in our internal database, maintaining our high standards of customer service and operational efficiency in payment solutions.

Key Responsibilities

As an Operations - Merchant Services Representative, you will:

• Respond to inbound inquiries promptly and professionally via phone and email from associates, clients, and merchants, ensuring positive client relations.
• Provide thorough research, reporting, and accounting-related support to our merchants, including financial reconciliation assistance.
• Draft and distribute clear and concise emails, letters, and forms for effective merchant communication.
• Promote a positive relationship with merchants, demonstrating exemplary customer service and contributing to customer retention.
• Identify and offer effective payment solutions to meet the specific objectives of our customers.
• Proactively identify ways to improve service levels and enhance productivity within the Operations department, potentially touching on fraud prevention and risk assessment best practices.
• Accurately evaluate and process merchant account changes and closures.
• Maintain and update our internal CRM system with detailed interaction notes and resolutions for accurate transaction monitoring.
• Review and process transaction disputes and chargebacks efficiently and accurately.
• Communicate clear, effective resolutions to all monetary-related questions concerning merchants and their accounts, ensuring fiscal accuracy.
• Provide basic troubleshooting support related to Point-of-Sale (POS) systems or payment gateway issues as needed.
  
  

Qualifications

We are seeking a Merchant Services Representative with the following skills and experience:

• Past experience in the payment processing and/or banking industry is a significant plus, with an understanding of PCI Compliance principles.
• Ability to efficiently use the telephone while navigating multiple computer systems and resources simultaneously.
• Proven capability to work well under pressure and demonstrate exceptional critical thinking skills for complex problem-solving.
• Strong adherence to job standards for quality, attendance, and scheduled shifts.
• Extensive customer service experience in a fast-paced environment, with a focus on client satisfaction.
• Self-motivated, conscientious, and a collaborative team player, excelling in client relations.
• Strong time management skills and the ability to organize and manage multiple priorities and systems effectively.
• Proficient typing skills and familiarity with basic MAC/PC applications, including Microsoft Excel and Word (familiarity with Microsoft Office Suite).
• Willingness to learn new product information and seize opportunities to expand your job knowledge throughout your career in financial services.
• Capability to evolve and excel in a dynamic office atmosphere, supporting merchant account management.
  
  

Compensation & Benefits

USAG offers a competitive hourly salary and a comprehensive benefits package designed to support our employees:

• Employee Incentives
• Paid Vacation (Vacation)
• Medical and Dental/Vision Package
• Simple IRA
• A great work environment where your contributions are valued.
  
  

Application Process

If you are interested in joining our team as an Operations - Merchant Services Representative, please submit your resume online via Indeed.

• This position is subject to a background check, credit report, and pre-employment drug screening.
• To review US Alliance Group Inc.’s CCPA Employee Notice, please copy and paste the following link into your web browser: https://checkpoint.url-protection.com/v1/r01/url?o=https://usag-inc.com/ccpa-employee-notice/&g=NzI2YWRlZmFiZGI1Y2MzYg==&h=ZDFjYTNlZmU1NTgzMzM5NDkxMDA2MWYyNjYzN2E2YjIyZDI1NWZmMTJlZmJmZGQ5MWNmOTczYjUxMjNkNzg5Yw==&p=Y3AxOnVzYWxsaWFuY2Vncm91cGluYzpjOm86M2Q2ZWRkYjMwYjAyNzk4MGRlYTFiYmEwNGQwNWRhODY6Nzp0OlQ=