Help First American Payment Systems continue to be a leader in the credit card processing industry by acting as Bilingual Account Specialist (Customer Service). This position is responsible for effectively answering inbound calls from our credit card merchants and sales representatives, and resolving issues related to account closure requests in a call center atmosphere.  The hours for this department are Monday through Friday from 8:00 am to 7:00 pm.

Responsibilities:

·         Process inbound calls to the point of resolution from customers seeking to close account, request contract information, and/or lodge complaints.

·         Maintain a high level of patience and professionalism while explaining in-depth contract information to customers or sales offices/representatives.

·         Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor.

·         Process incoming correspondence regarding customer requests or account closures. 

·         Assist with any overflow calls from other call center queue(s) because of low staffing or high volume of calls.

·         Adapt and effectively utilize various internal computer applications.

·         Record calls and other inquiries in the on-line database (Merchant System).

·         Maintain strong, open communication with co-workers, supervisor and manager.

·         Adhere to all departmental and company policies.

·         Strive for excellence in customer satisfaction by providing courteous service to all internal and external customers.

Qualifications:

·         Bilingual (English/Spanish) is required

·         Prior experience explaining in-depth contract or policy information or working in a collections environment is required. 

·         Ability to work in a fast-paced, high volume call center environment with minimal guidance or supervision.

·         Maintain above average knowledge of First American’s various contract revisions, workflow, policies, procedures, and systems.

·         Functional knowledge of Microsoft Outlook, Word and Excel.

·         Capable of producing comprehensive documentation.

·         Speaks clearly and effectively in a variety of settings.

·         Excellent written communication skills.

·         Analyze and prioritize information to make appropriate recommendations.

·         Attention to detail and must be able to approach work in a meticulous and thorough manner.

·         Manages time effectively and prioritizes completing tasks to meet deadlines.

·         Has excellent attendance and completes quality work on time.

We recognize people as our most valuable asset. We offer competitive pay with a bonus incentive plan, a benefits package that includes affordable medical, paid dental, and vision insurance, vacation and holidays days offered, matching 401K, a casual work environment and more!  We are located in Downtown Fort Worth and offer company-paid parking. If you are ready to work for a rapidly growing Fort Worth company, this might be the job for you! EOE M/F/D/V