Representative, Quality Control (Direct) - US

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Job description

Representative, Quality Control (Direct) - US

As a Quality Control Representative, you will be responsible for reviewing new accounts during the boarding process to ensure the accuracy of information received from Underwriting. You will also handle all changes or adjustments that need to be made to an individual account after it has been boarded.

What you'll do:

• Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA).
• Adhere to privacy; confidential, proprietary company policies and procedures (i.e. HIPAA).
• Follow communication procedures, guidelines, and departmental policies.
• Participate in any/all training and educational activities necessary to fulfill the minimum requirements specified in the department's goals.
• Review and prioritize work queue for accounts under review.
• Ensure accurate transfer of information from application to ticketing system.
• Review all related documentation for merchant account validation.
• Review front-end profile to confirm activation status of TID and services.
• Create processing pages as required.
• Ensure accuracy of banking information on all applications.
• Review front-end profiles to confirm accuracy of added fees.
• Read and analyze credit reports, merchant processing statements, bank statements, and financial statements to determine merchant's ability to support the exposure associated with their business type and requested parameters.
• Review applications to ensure collection of all necessary signatures and merchant profile information.
• Review scanned account documentation for added services.
• Ensure accuracy of equipment orders.
• Process DDA change requests; communicate with financial institutions to ensure banking information status; review NOC reports for any inaccuracies and update banking information.
• Process changes to owners or officers on merchant accounts; change of ownerships.
• Process address and contact information change requests.
• Process rate changes for all accounts.
• Add additional services sold to existing accounts.
• Process billing for equipment returns.
• Submit debit rekeys for processing.
• Process revised sales profiles.
• Submit re-debit requests for ACH rejects.
• Set up account requests for accelerated funding.
• Follow-up with merchants that have outstanding balances; collections.
• Review Zip Code Error Reports and make adjustments as necessary.
• Process credit requests.
• Process split funding requests; add-ons, removals, and renewals.
• Review, respond, and filter/delegate all incoming email messages to the QC inbox.
• Create work item tickets based on emails.
• Upload all documentation attached to incoming email messages.
• Manage email message tickets and respond once complete.
• Review and prioritize the QC A360 inbox for notifications sent from the Settlements department.
• Adjust the front-end and back-end systems to ensure accuracy of merchant fund deposits as needed.
• Perform related projects and duties as assigned.

About you:

• High school diploma or GED
• 6 months to 1 year of customer service experience, preferably in the payment processing industry
• Excellent written and verbal communication skills
• Proven ability to work as an active participant in a team as well as independently
• Proven time management and organizational skills
• Experience in an unpredictable and fast-paced environment
• Proven ability to be detail oriented
• Intermediate math skills
• Intermediate knowledge of Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, etc.) required
• Intermediate knowledge of running and navigating Windows applications required

Why work at EVO?

• Learn from and grow with a worldwide payments industry leader
• Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more
• Thrive in a collaborative culture that supports innovation
• Take advantage of a supportive work-life balance
• Benefit from global career opportunities and advancement

EVO Payments, Inc. is a leading payment technology and services provider. EVO offers an array of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across North America and Europe. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.

Disclaimer

The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.