Merchant Support Representative

  • Full Time
  • Burlingame
  • Salary: N/A

Website Synchrony

Full Job Description

Job Description:

As part of Synchrony’s CareCredit team, you’ll have an impact on the growth and strategy of our recent acquisition, Allegro Credit. We partner with healthcare and veterinary providers as well as retailers to help people access care they want and need. You’ll help us ensure consumers have healthcare financing options available when they need it most.

Allegro Credit is a financial technology company focusing on creating simple payment options to help retailers grow their businesses. The company is well established in the finance space and has operated for over 150 years. Its leadership is well experienced and thoughtful about balancing employee experience with company performance.

Role Summary/Purpose:

Allegro is looking for a customer service representative to join our merchant support team. This role is responsible for creating an outstanding merchant experience by phone and computer. The ideal candidate learns quickly, communicates clearly, works efficiently and understands technology.

Essential Responsibilities:

  • Responds to customer requests, questions, concerns, and complaints in a timely, respectful, caring and competent manner
  • Answers telephone calls promptly and minimizes delays that may lead to abandoned calls
  • Utilize screen share technology to provide product training to merchants that require it
  • Submit technical support tickets via JIRA for the technical support team to review
  • Configure merchant accounts and product options to ensure correct account configuration
  • Takes excellent notes updating the company’s system and Salesforce
  • Support the sales team with requested administrative tasks
  • Perform other duties and/or special projects as assigned


  • Minimum 1 year of customer service experience.
  • Proficient with PC (navigating multiple applications / systems / experience with Microsoft Office)
  • Experience handling confidential information

Desired Characteristics:

  • Strong level of technical aptitude, including PC proficiency within a Microsoft Windows environment.
  • Ability to perform in a fast-paced environment and adaptable to change.
  • Prior call center environment or high call volume experience preferred.
  • Friendly attitude
  • Strong communication skills
  • Highly organized
  • Ability to problem solve
  • Capable of quickly learning new software

Eligibility Requirements:

  • You must be 18 years or older
  • You must have a high school diploma or equivalent
  • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
  • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
  • New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

  • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
  • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

Grade/Level: 05

Job Family Group:

Financial Services Operations