Backed by a combined 37 years of industry experience, the Customer Care Team of Certified Payments works in lockstep with the counties we serve from day one.
The department is staffed by highly trained representatives and operates from a one call resolution model, assisting county customers with everything from onboarding to account reconciliation.
This high call volume unit fields inquiries from cardholders as well as government bureau staff, including front line clerks and back office accounting teams, all while maintaining an average wait time of less than five seconds. Call abandonment rates are very low, with 99 percent of all calls being fully resolved within the hour.
Includes a dedicated resource for chargeback management. Unlike other payment processors that auto debit chargebacks, Certified Payments works proactively with the government entity to evaluate the validity of chargeback requests.