Client Engagement Specialist

at  PSP Services

Client Engagement Specialist
Work Location: PSP Services Head Office
Work Schedule: Full Time – In Office – 8 Hours
Reporting Relationship: You will report to the Team Manager, Merchant Services
Paid training will start effective immediately.
Payment Solutions Providers (PSP) Services is an award-winning Canadian Fintech company, dedicated to providing innovative payment processing solutions to Canadian consumers and businesses of all sizes. As a leader in payment systems, processing and integrations, we provide modular solutions through our eCommerce, in-store payments and Point of Sale (POS) systems. These services are delivered through our proprietary HLX™ Unified Commerce Platform which integrates all major North American payment brands and offers customized data settings, enriched insights, chargeback management workflows, user management permissions, and fraud management tools.
PSP Services is committed to empowering Canadians to thrive in the ever-evolving digital marketplace. Armed with deep credit union and payment network relationships, adding the acquired assets from NCR Atleos propels PSP Services into the upper echelon of Canadian Fintech companies.
Opportunity: The Client Engagement Specialist is responsible for interacting with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques. This position requires excellent communication skills, a strong ability to multitask, and the ability to work in a very fast-paced environment. The Client Engagement Specialist Team provides support 24 hours per day, seven days per week and 365 days per year, and as such, employees will be scheduled on a rotation of various shifts, including evenings, overnights and weekends.

EDUCATION & EXPERIENCE REQUIREMENTS

• Post-secondary education in IT or Financial Services is preferred.
• A minimum of three years of experience supporting clients and third-party vendors in a contact center environment.
• Proficiency in English is required; French fluency is an asset.
• In-depth knowledge of payment processing systems, with specific expertise in ATM and card services.
• Demonstrated ability to provide advanced technical support and resolve complex issues across various products and services.
• Proficient in logging and managing incident records according to established procedures.
• Experience in reviewing, updating, and documenting operational procedures.
• Strong technical knowledge of internet connectivity, including:
• Troubleshooting internet connection issues
• Router/modem configuration
• Understanding IP addresses and their functions
• Knowledge of DSL, cable, Wi-Fi, and satellite systems
• Familiarity with firewalls, VPNs, and network security protocols

KEY SKILLS

• Excellent multitasking and time management abilities.
• Advanced data analysis skills with the ability to communicate findings effectively.
• Strong problem-solving capabilities and escalation management.
• Exceptional verbal and written communication skills.
• Proficient in scheduling and task prioritization.

• Monitor ATM performance, including coordinating technician dispatch and scheduling tech meetings at various Credit Unions across Canada.
• Record and maintain incident logs in alignment with departmental procedures.
• Respond promptly to client inquiries via calls and emails.
• Address and resolve client card order issues, such as lost, missing, or malfunctioning cards.
• Investigate missing client reports and escalate issues to the appropriate teams as necessary.
• Analyze reporting errors, troubleshoot issues, and escalate them internally for resolution.
• Provide technical troubleshooting and escalation support for client-facing applications.
• Explain card error codes and resolutions to Credit Unions in a clear and professional manner.
• Create and manage Change Request tickets as needed.
• Resolve mobile wallet issues for clients.
• Respond to client inquiries regarding notifications and change requests.
• Assist agents in resolving ATM-related errors.