Partner Services Agent – Global Payments Inc.
Overview
Responsible for responding to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization’s service standards. Handles routine and escalated calls, orders, service requests, and complaints, maintaining detailed knowledge of products and client systems.
Responsibilities
* Resolve a variety of payment and account related requests, including card activation, account balance, fund availability, fund transfers, payments, stop payments, account closings, authorizations, name and address updates, and loyalty program inquiries for card holders.
* Utilize client systems and documentation to fetch or update information, entering required data into the provided databases.
* Analyze customer service needs and use decision trees to determine root causes; refer or escalation unresolved issues to experienced CSRs or designated departments.
* Develop knowledge of products, policies, and procedures for multiple clients, ensuring adherence to association guidelines and compliance standards.
* Maintain certification under Global Payments quality certification programs.
Minimum Qualifications
* High School Diploma or equivalent.
* Minimum 2 years of relevant experience.
* Phone customer service experience.
Preferred Qualifications
* Minimum 2 years of relevant experience.
* Phone customer service experience with Global Payments systems or comparable end‑user experience.
Desired Skills & Capabilities
* Substantial understanding of job responsibilities and ability to apply knowledge to complete a wide range of tasks.
* Capability to handle routine to moderately complex assignments, making decisions in issue resolution or offering recommendations.
* Works independently with minimal supervision, receiving general instructions on new assignments.
Seniority Level
* Entry level
Employment Type
* Full‑time
Job Function
* Other
Industries
* Financial Services
* IT Services / IT Consulting
EEO Statement
Global Payments Inc. is an Equal Opportunity Employer. We value diversity and are committed to providing a welcoming work environment for all employees.
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