Customer Service Representative

EML Payments is a global payments company, headquartered in Brisbane, Australia, and listed on the Australian Securities Exchange. We build secure, instant payment solutions that connect our clients to their customers, wherever money is in motion. Our products include banking, credit and disbursement services, earned wage access, gifts, incentives and rewards, and FX solutions. We operate in more than 25 countries, we combine the energy of a start-up with deep leadership experience

About the role

This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services. This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction.

What you will do

• The Customer Service Representative role will be responsible for being self-directed in the following duties and responsibilities:

• Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs).

• Make outbound calls to merchants, programs, or cardholders as needed

• Professionally communicate in all formats, both internally and externally

• Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Managers whenever possible

• Establish and maintain effective working relationships with customers and EML team members

• Maintain regular consistent and professional attendance and punctuality

• Language translations of documentation (if bi/tri-lingual)

• Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role

• Other duties as assigned

What you will bring

 To succeed in this role, you will have:

• Bachelor’s degree and/or 2 years of equivalent work experience

• Proficiency with Microsoft Office products (especially Teams, Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, Etc)

• Excellent communication skills, including verbal, written and active listening

• Strong problem solving and confident decision-making skills

• Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind

• Knowledge of Customer Service procedures and solutions

• Flexibility with schedules and deadlines

• Able to work independently with minimal supervision and guidance

• Maintain confidentiality of information, as appropriate

• Perform detail-oriented work accurately with frequent interruptions

• Open and adaptive to change

• Supportive of department goals and priorities

• Desire to drive improvements in team and customer efficiency

What we offer

•  20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used
• Paid birthday leave and 2 paid volunteering days a year
• Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers
• Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine
• Access to a Health Savings Account (HSA) through UMB
• Dental and vision cover through Guardian, with EML paying around 75% of the premium
• Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML
• Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family
• Support with one relevant professional membership a year

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities. 

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.

Our commitment to Equal Employment Opportunity

Integrated into our Core Values is EML's commitment to diversity, equity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and empowered to reach their full potential. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.  Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential. 

Disclaimer
Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check. Any disclosures are assessed fairly and in line with local law.