Merchant Services Administrator

Nicolet National Bank•Grand Chute, WI

21h•Onsite

About The Position

At Nicolet National Bank, our culture is based on the principles of community banking, putting the needs of our customers at the forefront of our decision-making. Our Core Values drive everything we do, and we are committed to serving our customers with excellence. We believe that every job in our organization is critical to our success, and we are dedicated to creating a work environment where our employees feel valued, respected, and supported. With locations in Wisconsin, Michigan, Minnesota, Iowa, Colorado, and Florida we are proud to service our local communities and make a positive impact on the lives of our customers. At Nicolet National Bank, we believe that our people are our most valuable asset, and we are committed to investing in their growth and development. This role can be performed at any of our Fox Valley branches. The Merchant Services Administrator is responsible for supporting Merchant Services by coordinating onboarding, documentation, implementation, service requests, and follow-up activities for commercial and retail clients. The role works closely with the Merchant Services Consultant/Associate, internal teams, and vendors to help ensure timely execution and a strong client experience.

Requirements

Working knowledge of Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
Ability to maintain strict confidentiality.
Strong organization, attention to detail, accuracy, documentation management, and follow-through.
Good verbal and written communication skills, with the ability to interact professionally with clients, bankers, vendors, and internal partners.
Interpersonal and relationship-building skills with a client service mindset.
Ability to manage multiple priorities, coordinate tasks, meet deadlines, and follow up through resolution.
Collaborative team player with the ability to partner across Merchant Services, Treasury Management, Commercial Banking, Retail Banking, branch teams, vendors, and operations partners.
Ability to understand client needs and support accurate documentation, onboarding, implementation, service resolution, and ongoing merchant services administration.
Ability to learn merchant services systems, processes, vendor requirements, and bank procedures to support quality execution and client experience.

Nice To Haves

Associate’s or bachelor’s degree in Business Administration, Finance, or related field preferred; or related work experience.
Experience in customer service, administrative support, banking, operations, treasury management, or merchant services preferred.
Experience with documentation, applications, or onboarding coordination preferred.
Basic knowledge of retail banking, commercial banking, treasury management, payment processing, or merchant services products preferred.

Responsibilities

Partner with the Merchant Services Consultant/Associate, Treasury Management, Commercial Banking, Retail Banking, and branch teams to support merchant services opportunities, client follow-up, onboarding, servicing, and retention activities.
Respond to merchant service calls and emails, and assist with follow-up activities to support Merchant Services and provide a strong client experience.
Prepare and coordinate pricing materials, proposals, applications, sales presentation materials, and related documentation in partnership with the Merchant Services Associate or Consultant.
Coordinate onboarding, installation, training, and implementation activities for credit/debit card processing, terminals, point-of-sale equipment, and related merchant solutions.
Serve as a point of contact for merchant service inquiries by providing responsive client service, coordinating with vendors and internal partners, and ensuring timely follow-up through resolution.
Maintain accurate client files, applications, implementation documentation, service records, pricing support materials, and other merchant services records in accordance with Bank procedures.
Support portfolio maintenance, merchant retention activities, reporting, tracking, and relationship support to strengthen the client experience and deepen existing relationships.
Remain knowledgeable and up to date on merchant services, bankcard products, payment acceptance solutions, e-commerce, industry changes, and the overall business environment.
Uphold Nicolet’s philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.
Understand and communicate the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification, including a commitment to Nicolet’s policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
Performs all other duties as assigned.