Merch Support Spec I

Ncmic • Clive, IA

1d • Onsite

About The Position

The role provides comprehensive support across all functions within the Merchant Services division, as well as direct service to our merchant clients. Responsibilities include managing inbound inquiries via phone and written correspondence, as well as conducting proactive outbound service calls to ensure client satisfaction and retention. Key operational duties include: Proofing and processing new business submissions Identifying and routing retention opportunities, including ticket creation and follow-up Initiating deployment requests and building merchant files Supporting cross-functional teams with administrative and technical tasks Utilizes various software applications – including NCMIC & third-party systems. The position requires a strong understanding of company products and services, and involves frequent interaction with policyholders, prospects, and customers. A high level of professionalism, attention to detail, and customer service orientation is essential to success in this role. Essential Functions: Provides front-line support in a call center environment by handling inbound and outbound calls to resolve processing issues. Troubleshoot terminal and gateway processing issues using online systems. Reconcile merchant statements with accuracy and clarity. Install and activate merchant equipment. Complete daily operational tasks by end of business day, as applicable. Perform first-day & second-day proofing of new business submissions. Conduct HODDM conversations to cross‑promote company products, recommend equipment upgrades, and ensure updated PCI compliance. Escalate complex or non-standard issues to the Support Team Manager. Handles inbound and outbound inquiries within a call center environment to support the Miles Away program. Gathers and inputs caller information to facilitate payment acceptance via Quick Assist. Appropriately escalates complex or non-standard issues to the Miles Away Program Manager for resolution. Utilizes various tracking and reporting systems to monitor merchant activity, documents merchant interactions and inquiries on the network system. The system should be maintained daily, and issues resolved within 24 hours when appropriate. Attends periodic training. Call monitoring expectations - average 91% to 96% on all QAs for Merchant Processing. Performs other related job-related duties as required.

Requirements

• High school diploma
• Minimum of 2 years of related experience, preferably in a call center or other direct customer response
• Excellent customer service skills and interpersonal skills
• Must be able to effectively communicate and present information to clients, managers, and team members
• Strong PC skills
• Ability to learn various computer systems and the merchant services business
• Strong organizational skills
• Analytical and problem-solving skills
• Ability to interpret data
• Ability to solve problems
• Ability to complete work with little supervision
• Must be flexible and work with a variety of tasks and employees
• Continuous sitting for long periods of time
• Some standing, walking, bending, and reaching
• Frequent use of fingers and hands to manipulate computers, telephone, office equipment and credit card terminals

Nice To Haves

• Associate or bachelor’s degree preferred but not required

Responsibilities

• Managing inbound inquiries via phone and written correspondence
• Conducting proactive outbound service calls to ensure client satisfaction and retention
• Proofing and processing new business submissions
• Identifying and routing retention opportunities, including ticket creation and follow-up
• Initiating deployment requests and building merchant files
• Supporting cross-functional teams with administrative and technical tasks
• Utilizes various software applications – including NCMIC & third-party systems
• Provides front-line support in a call center environment by handling inbound and outbound calls to resolve processing issues
• Troubleshoot terminal and gateway processing issues using online systems
• Reconcile merchant statements with accuracy and clarity
• Install and activate merchant equipment
• Complete daily operational tasks by end of business day, as applicable
• Perform first-day & second-day proofing of new business submissions
• Conduct HODDM conversations to cross‑promote company products, recommend equipment upgrades, and ensure updated PCI compliance
• Escalate complex or non-standard issues to the Support Team Manager
• Handles inbound and outbound inquiries within a call center environment to support the Miles Away program
• Gathers and inputs caller information to facilitate payment acceptance via Quick Assist
• Appropriately escalates complex or non-standard issues to the Miles Away Program Manager for resolution
• Utilizes various tracking and reporting systems to monitor merchant activity, documents merchant interactions and inquiries on the network system
• Attends periodic training
• Performs other related job-related duties as required

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED