Technical Merchant Banking Support Associate
On-site · Portmore, Saint Catherine Parish, Jamaica
Job Summary
Provide exceptional customer service and technical support for merchant banking systems. Troubleshoot and resolve complex technical issues related to merchant banking systems, payment gateways, and POS devices. Process transactions including payments, transfers, and reconciliations with regulatory compliance. Educate clients on merchant banking services, fees, and technical processes. Upsell banking products and services. Maintain security protocols to protect client data. Collaborate with IT, Compliance, and Sales to resolve issues and improve service delivery. Stay updated on banking technologies, products, and regulations. Document interactions in CRM, analyze trends, participate in Quality Assurance, and handle escalations to ensure satisfactory resolutions.
Required Qualifications
- Must be at least 18 years or older.
- A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
- Must have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
- Must have a valid (not expired) government issued ID, TRN and NIS card.
- Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
- Must be able to train and work onsite.
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
- Experience in customer service is an asset and preferred.
- Strong technical or troubleshooting skills required.
- Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
- The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
- Excellent attention to detail.
- See through the eyes of the customer.
- Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
- The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
- Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
- Ability to type over 30 WPM with 80% accuracy.
- Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
- Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
- Must be able to pass a criminal background check and drug test as needed.
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