Merchant Support Speclaist

Select Bankcard•Lehi, UT

6d•Onsite

About The Position

The Merchant Support Specialist serves as the first point of contact for our merchants and is responsible for providing a high level of personalized, white-glove support. This role focuses on helping merchants understand their accounts, resolve day-to-day questions, and feel confident using their payment processing services. This is a full-time, in-office position in our Lehi Utah office, Monday through Friday from 9:30 AM–6:30 PM. Merchant Support Specialists spend a significant portion of their day assisting merchants by phone and email and are expected to take ownership of requests through resolution.

Requirements

One year of customer service or support experience preferred
Strong verbal and written communication skills
Comfortable assisting customers over the phone and through email
Strong problem-solving and organizational skills
Ability to learn new systems, processes, and payment-processing terminology
Detail-oriented with a strong sense of ownership and follow-through
Ability to work well in a fast-paced, team-oriented environment
Basic computer proficiency

Nice To Haves

Merchant services, banking, or technical support experience is a plus, but not required

Responsibilities

Respond to inbound phone calls and emails from merchants, sales agents, and internal departments
Provide white-glove support by taking ownership of merchant questions and issues through resolution
Educate merchants on account functionality, payment processing, transaction types, and equipment use
Assist with funding questions, batch activity, deposit reconciliation, and other account-related inquiries
Review merchant processing statements and help merchants understand fees, transactions, and account activity
Provide basic terminal troubleshooting and assist with common processing issues
Assist with basic underwriting questions and outstanding account requirements
Set up approved merchant accounts and coordinate account activation
Program and deploy payment processing equipment as needed
Coordinate with Risk, Underwriting, Technical Support, and other internal departments when additional assistance is needed
Translate payment-processing information into clear, easy-to-understand explanations for merchants
Document merchant interactions and maintain accurate account notes
Create and maintain knowledge-base articles and departmental procedures
Support additional Merchant Support projects and initiatives as needed