Customer Service Technical Support Advisor

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

JOB DESCRIPTION

We are looking for candidates from the Newcastle area.

BE A PART OF WHO WE ARE

Opayo is one of Europe’s leading independent payment service provider (PSP) and one of the most trusted payment brands. Every year we process millions of secure payments for over 45,000 customers and make the process of accepting payments online, over the phone, and in person easier, faster, safer and more profitable for growing businesses. Opayo is brought to you by Elavon and was formerly known as SagePay.
We strive to employ people who are passionate about the business. We encourage our people to express their personalities and empower them to make decisions, enabling them to deliver high quality work and an extraordinary experience to their internal and external customers.

ROLE PURPOSE – SEIZE THE OPPORTUNITY

The Customer Service Team at Opayo is about delivering legendary and memorable experiences to our customers. Each interaction should build customer confidence and help customers grow their business faster by providing a friendly and professional service that always goes out of its way to ensure that the customer is happy with the outcome. In turn, this should increase Opayo’s revenue, retention and recommendation (by our customers).

AS A TECHNICAL CUSTOMER SERVICE ADVISOR YOU WILL BE RESPONSIBLE FOR:

• Provide customer support through all communication channels within our Service Level Agreements.
• Speaking to our customers to deliver a structured solutions with confidence.
• Continuously develop your knowledge of our industry and our customer base, so that you understand our customers’ needs.
• Demonstrate and deliver exceptional problem solving and trouble shooting skills to gain a full understanding of the customers query.
• Whilst speaking to customers gain an understanding the customers business, generate leads for our sales department by recommending alternative products and services that could save the customer money and time.
• Ensure excellent customer service and call standards are delivered at all times.
• Take ownership of customer interactions and constantly strive for customer satisfaction
• Demonstrating the ability to get to know the organisation inside and out, and proactively acting upon your intuition because you know what is right for the business and for its customers
• Showing a genuine interest, level of care and pride about the organisation, and the experiences that people have both internally and externally that you are accountable for creating through your behaviour
• Proactively sharing ideas, and best practice with a continuous focus on improvement, and finding new and better ways to contribute to the on-going growth and success of our business
• Displaying a level of resilience and determination to make a difference
• Seeking continuous feedback for personal development and demonstrate the ability to respond to it appropriately.
  U.S. Bank Named a 2020 World’s Most Ethical Company® by Ethisphere Institute