Merchant Services Support Specialist
About The Position
The Merchant Services Support Specialist maintains knowledge of business credit, deposit, and cash management products and services, and provides merchant customer service support for Central Bank and Holding Company banks. The role handles oral and written communications about day-to-day issues, including new account setup, file maintenance, equipment deployment, terminal troubleshooting, explanations of account agreements, and system and account research. It also addresses other merchant issues as they arise. The specialist stays current on BankCard, MasterCard/VISA, processor, and industry rules and procedures, as well as merchant services product enhancements and software programs. The position participates in training sessions, seminars, and vendor visits; provides backup support for other merchant services staff; assists with special projects and other assigned duties; and develops and maintains procedures for the merchant services team as needed. A hybrid work schedule may be available after training is completed.
Requirements
- High school diploma or equivalent.
- Ability to understand, document, and work with complex policies, operational processes, and workflows.
- Ability to manage competing priorities in pursuit of business objectives and prioritize multiple tasks while delivering a high level of customer service.
- Strong interpersonal skills, aptitude with numbers, attention to detail, decision-making, problem-solving, sales and presentation skills, and independent thought.
- Basic data-entry and computer skills.
- Verbal and written communication skills for working with customers, team members, and management.
- Basic mathematical skills, including the ability to understand and calculate merchant discount rates, profit margins, and profitability.
- Ability to communicate clearly and concisely with customers to resolve issues and complaints by following and interpreting written internal and industry procedures and regulations.
- Working knowledge of fraud trends, chargeback issues, procedures, and regulations for the merchant industry.
Nice To Haves
- Previous customer service, banking, and sales experience are helpful.
Responsibilities
- Maintain knowledge of business credit, deposit, and cash management products and services.
- Provide merchant customer service support to Central Bank and Holding Company bank merchants, handling oral and written communications about day-to-day issues.
- Set up new accounts and maintain account files.
- Deploy equipment and troubleshoot terminals.
- Explain account agreements and conduct system and account research.
- Stay current on BankCard, MasterCard/VISA, processor, and industry rules and procedures.
- Stay current on merchant services product enhancements and software programs.
- Participate in training sessions, seminars, and vendor visits.
- Perform backup duties for other merchant services staff.
- Assist with special projects and other duties as assigned.
- Develop and maintain procedures for the merchant services team as needed.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
