Support customer through issues and questions surrounding credit card processing, credit card issuers, bank accounts, payment disputes and all corresponding financial reporting, perform thorough troubleshooting and probing analysis with the customer regarding general billing inquiries and payment processing questions, communicate & collaborate effectively to our Toast customers, resolve complex customer inquiries and increase customer satisfaction, possess a high level of product knowledge with… Show more Support customer through issues and questions surrounding credit card processing, credit card issuers, bank accounts, payment disputes and all corresponding financial reporting, perform thorough troubleshooting and probing analysis with the customer regarding general billing inquiries and payment processing questions, communicate & collaborate effectively to our Toast customers, resolve complex customer inquiries and increase customer satisfaction, possess a high level of product knowledge with Toast and reporting and credit card processing tools, support the business by recommending process improvements to management toward advancing customer programs, collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience, update and maintain records in our customer database. Show less

Assisted agents in following desk proceduresTook supervisor callsSent correspondence to ensure notifications are accurateProtected PHI/PI informationWorked reportsAssisted with crisis callsExceeded metric expectationsConducted side by sides, blind efficiencies, follow ups with agents, bring suggesting to help with agent productivityUtilized 15 systems on multiple screensReceived 80-140 calls per day

Assisting agents on lead line with desk procedure questions, doing blind efficiencies, side by sides and follow up to help agents improve their metrics, screen sharing to assist agents with difficult calls, protecting PI/PHI, calling out to providers to obtain missing claim information, taking 80-140 calls per shift, assisting through live calls/chat.

Provided one on one service to cardholders, updated cardholders on fraud and dispute investigations in real time, utilized systems for all contracted banks, deescalated cardholders, worked fax lines, indexed case documents, followed specific work queues to ensure timely completion in order of priority, took inbound calls averaging 60-100 call per day, returned calls averaging 30-50 calls per day