Merchant Tax Reporting Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. This position supports the Merchant Tax Reporting team by performing a variety of data entry related tasks. Individuals in this role will be required to learn and understand the full depth of the Merchant Tax reporting function, beginning to end, and become proficient on a variety of systems, modules and products, and use that information to complete the tasks associated with requests received from merchants and/or other departments within Global Payments. This role will need to be able to evaluate client/merchant initiated changes to determine the appropriate actions to take in order to complete the request. This may include conducting research, performing maintenance updates on accounts and verifying those updates to ensure the outcome is accurate, using established guidelines and documentation. This position is accountable for ensuring accurate responses are provided to the customer either written or verbally within established timeframes. Requests and inquiries received may come from multiple departments within Global Payments. Duties: Monitors mailboxes and maintenance queues as assigned Works on maintenance requests by updating the system with revised information received from the merchant or client. Documents all actions taken and any communications with internal and external customers clearly, timely and accurately. Updates the appropriate systems/spreadsheets following completion of customer queries in an accurate and timely manner Communicates the resolution to the client/merchant, as appropriate Effectively handle all straightforward customer queries assigned to you to ensure these are completed following the appropriate procedure and/or policy “May” have direct contact with the client or merchant to assist in the resolution of a merchant tax reporting related issue or assist in the definition of the client’s problem for subsequent action. I think this needs to be updated. They WILL have direct contact with merchants. Provides accurate and concise written and verbal responses in all internal and external customer communication Uses online systems to review and interpret merchant data and educate merchants to better understand Merchant Tax Reporting timing, processes and requirements Completes assigned projects and tasks within provided ETA Escalates any urgent or non-standard requests to the department leadership team Identifies and inform management of product, process or system issues/failures making objective recommendations for process improvements Qualifications High School diploma or equivalent 1 year experience in a Customer Contact Center Previous experience in a customer service role or call center environment Strong written and verbal communication Intermediate experience with Microsoft Office with working knowledge of Word and Excel Accuracy & Attention to detail Ability to act as team player Appropriate system knowledge and keyboard skills Ability to learn new functions or applications High standards of professionalism and customer service Ability to work unsupervised and prioritize own workload to meet specified deadlines Demonstrates Accountability & Ownership Strong analytical skills Open to flexible work hours that may include shifting schedules and overtime if required. Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.