Merchant Services Support Specialist

South State Bank•Winter Haven, FL

About The Position

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions. We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here! ESSENTIAL FUNCTIONS Serves as a primary subject matter expert and support contact for client and business partners (branches, commercial lenders, call center personnel, bank representatives, and bank customers) and provide timely and accurate responses to a wide range of questions and concerns for the Merchant Services department. Review merchant onboarding system setup and validation activations. Assist with activation on accounts over 90 days non-activated or accounts activated over 30 days with FDD under $25 Seeks client solutions through logical reasoning and data interpretation skills and identifies trends to streamline systems and processes. Troubleshoots client issues related to payment gateways and web integrations. Submits Value Added Reseller (“VAR”) requests for new products and implements VAR parameters. Collaborate with internal clients and multiple vendors to install, upgrade, or enhance functions and features. Advises Sales Officers on products that will be a suitable fit based on the merchant’s needs. Addresses merchant processor related problems including equipment, card processing issues, card system access, statement reconciliation, accounting, chargebacks, and refunds. Responds to internal client requests for merchant accounts, and helps new account applications when Merchant Services sales representatives are unavailable. Has strong customer service background, excellent verbal and written communication skills, desire, and capability to troubleshoot issues and is well organized. Assists Management with Special project and escalations as required. Supports Management with all management reporting requirements. Assist in training personnel on merchant requirements and operational processes. Collaborates with stakeholders to standardize procedures and internal controls. Maintains inventory of merchant devices. Acts as the point of contact for the PCI Liaisons for all new and existing merchant related requests. Remains informed about new products, product enhancements, system changes, and compliance issues. Assists with annual PCI-DSS compliance reporting. Proficient in Interchange Pricing and is able to analyze merchant statements. Completes Rate Reviews. Utilizes tools and resources to research Digital/Ecommerce issues. Ability to work entirely independently as well as perform as a strong team player OTHER DUTIES Accepts other duties as assigned by management.

Requirements

Bachelors in a related field
2 to 5 years in Banking and Merchant Services experience required, proficient in technology processing solutions preferred, excellent customer service, previous troubleshooting, and problem-solving expertise, report and data analytics, excellent time management
Excellent Interpersonal skills, proficient MS Office Skills, ability to read, write, speak and understand English

Responsibilities

Serves as a primary subject matter expert and support contact for client and business partners (branches, commercial lenders, call center personnel, bank representatives, and bank customers) and provide timely and accurate responses to a wide range of questions and concerns for the Merchant Services department.
Review merchant onboarding system setup and validation activations.
Assist with activation on accounts over 90 days non-activated or accounts activated over 30 days with FDD under $25
Seeks client solutions through logical reasoning and data interpretation skills and identifies trends to streamline systems and processes.
Troubleshoots client issues related to payment gateways and web integrations.
Submits Value Added Reseller (“VAR”) requests for new products and implements VAR parameters.
Collaborate with internal clients and multiple vendors to install, upgrade, or enhance functions and features.
Advises Sales Officers on products that will be a suitable fit based on the merchant’s needs.
Addresses merchant processor related problems including equipment, card processing issues, card system access, statement reconciliation, accounting, chargebacks, and refunds.
Responds to internal client requests for merchant accounts, and helps new account applications when Merchant Services sales representatives are unavailable.
Has strong customer service background, excellent verbal and written communication skills, desire, and capability to troubleshoot issues and is well organized.
Assists Management with Special project and escalations as required.
Supports Management with all management reporting requirements.
Assist in training personnel on merchant requirements and operational processes.
Collaborates with stakeholders to standardize procedures and internal controls.
Maintains inventory of merchant devices.
Acts as the point of contact for the PCI Liaisons for all new and existing merchant related requests.
Remains informed about new products, product enhancements, system changes, and compliance issues.
Assists with annual PCI-DSS compliance reporting.
Proficient in Interchange Pricing and is able to analyze merchant statements.
Completes Rate Reviews.
Utilizes tools and resources to research Digital/Ecommerce issues.
Ability to work entirely independently as well as perform as a strong team player
Accepts other duties as assigned by management.