Payment Support Specialist

Huntington National Bank • Columbus, OH

2d • Onsite

About The Position

The Payment Support Specialist is responsible for managing client relationships and supporting the end-to-end payment experience, including platform setup, client and payee training, and ongoing support. This role serves as a key liaison between client and the Product team, ensuring client feedback, issues, and enhancement opportunities are effectively communicated and addressed. Key responsibilities include managing tenant and case support, monitoring client activity and payment success metrics, providing invoicing, and billing support, and advocating for continuous improvements to the client experience. This role also involves completing ad hoc reporting, supporting rebate reconciliation, and assisting with operational and product-related initiatives as needed. Successful candidates will demonstrate critical thinking, problem-solving, attention to detail, analytical and strategic thinking capabilities, foundational project management knowledge, and a working understanding of HTML.

Requirements

• Bachelor’s Degree
• At least 3 years of payment customer support experience

Nice To Haves

• Strong proficiency with Microsoft Office Suite including Excel.
• Excellent written and verbal communication skills, and proven ability to create presentations.
• Proficiency in managing multiple priorities and ability to re-prioritize as appropriate.
• Ability to think critically and discern downstream impacts.
• Ability to multitask and work in a fast-paced environment with excellent troubleshooting, problem solving and organizational skills.
• Keen attention to detail.
• Ability to identify continuous improvement opportunities and solutions.
• Excellent analytical and mathematical skills.
• Ability to think strategically.
• Understanding of Project Management methodologies.
• Knowledge of HTML.

Responsibilities

• Manage tenant setup, training, support, and overall product adoption including but not limited to, email configurations, end user demos, etc.
• Manage case setup and support.
• Track and monitor all issues by collaborating inter-departmentally and providing follow-through to ensure questions and escalations are resolved quickly.
• Track and monitor client activities, product usage and critical metrics aligned with their business to drive adoption and overall payment disbursement success.
• Provide information/metrics to accounting team for invoicing while ensuring accuracy.
• Function as the voice of the customer and advocate for the best experience by providing internal feedback to product management and professional services on how to better serve clients.
• Complete ad hoc client reporting.
• Reconciliation of rebates, statuses, and billing.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level