Responsibilities
1. Assisting frontline specialists with escalations and general support needs via assist queues and other means ( chat, email, etc.)
2. Monitoring queues, specialist adherence, and share service level updates
3. Assisting with system access tickets
4. Following outage procedures during on and off hours
5. Providing assistance to Help Desk and Tech Support with iing calls when call volume requires it andplete case review if needed from client follow-ups
6. Coaching frontline specialists through various mediums ( huddles, reworks, email, new hire training)
7. Assisting as subject matter expert and peer support during training and/or upskilling
8. Handling special projects and tasks as assigned by Management
Required qualifications, capabilities and skills
9. Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
10. Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
11. Must be willing to work in an environment that requires 100% phone-based customer interaction
12. Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred
Preferred qualifications, capabilities and skills
13. Bilingual English/French is highly preferred
Work Schedule
14. Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays
About Us
Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations,ernments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at ourpany. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable amodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an amodation.
About the Team
Morgan'smercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations,ernments and institutions throughout the world entrust us with their business in more than 100 countries. Themercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Job ID 300073590928781