Sr. Client Service Specialist managing client risk management solutions for The Baldwin Group in Texas. Working closely with advisors and dedicated professionals to analyze client data and evaluate needs.
About the role
- Client Service Specialist providing Level 2 phone and ticket support for SMB merchant clients. Handling client issues and collaborating with internal teams in a call center environment.
Responsibilities
- Provide second-level phone and ticket support for SMB merchant clients, bank partners, and inside/outside sales associates on account maintenance and servicing needs.
- Own and resolve client issues related to billing, reporting, payments, products, and solutions, coordinating with sales partners for any upsell opportunities.
- Route, maintain, and track outstanding servicing requests, ensuring thorough and timely follow-up with clients and partners.
- Provide advanced technical and product support, troubleshooting complex merchant account and transaction issues to resolution.
- Collaborate with internal operations, risk, and technology teams to ensure client issues are resolved accurately and within agreed timeframes.
- Document all client interactions, actions taken, and resolutions in case management tools for future reference and knowledge sharing.
- Identify and escalate critical or at-risk issues, including potential retention risks, to the appropriate management or specialist teams.
- Contribute feedback and ideas to enhance processes, tools, and knowledge content that improve client support and retention outcomes.
Requirements
- 2+ years of experience in client service or technical support in a call center, financial services, merchant acquiring, or similar environment.
- 1+ year of experience troubleshooting and resolving complex client or technical issues via phone and ticket/case systems.
- 1+ year of experience documenting client interactions and solutions in CRM or case management tools.
- 1+ year of experience supporting external clients or partners with strong verbal and written communication skills.
- Experience using computer-based systems, telephony, and audio equipment to manage high-volume client interactions.
- Associate degree or Bachelor’s degree in business, finance, information technology, or a related field, or equivalent combination of education, related experience and/or military experience.
- Experience supporting merchant services, card processing, or other financial technology products (great to have).
- Familiarity with network and connectivity troubleshooting related to payment terminals or gateways (great to have).
- Experience with remote desktop or screen-sharing support tools (great to have).
- Proficiency in Spanish to support bilingual client interactions (great to have).
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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