PST Account Manager

Fiserv•Hagerstown, MD

About The Position

As a Wells Fargo Merchant Service PST Account Advisor, you have the ability to influence the merchant satisfaction and retention of our customers. You will be responsible for managing a merchant portfolio of 250+ household accounts handling complex investigations, managing merchant retention and revenue, and positively influences customer satisfaction.

Requirements

High school graduate/GED
Minimum 2 years’ account management experience
2 years’ customer service experience dealing with merchants
Ability to work Monday-Friday 10:30am-7:30pm
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS knowledge.
Technical expertise to assist with troubleshooting equipment
4+ years of experience in Merchant Services or Customer Service.

Responsibilities

Manage a mid-market portfolio of 250+ merchant accounts, taking full ownership of the accounts.
Provide Banker, Sales, Acct Management, and Merchant support for inquiries related to, but not limited to Pricing, Products, Service, Chargebacks, Complaints, Billing Disputes, Statement inquiries, Equipment troubleshooting, VAR/Gateway support, and Activation Support.
Identify processing issues, Interchange qualification, chargebacks, billing and funding investigations, conduct statement reviews and handle fee inquiries.
Perform account maintenance, facilitate PCI compliance conversations, address product queries, and offer troubleshooting assistance for Class A&B terminal products.
Conduct terminal downloads and provide training for new and existing customers, issue call tags, add/remove equipment, and adjust terminal features.
Conduct bi-monthly and Annual household reviews, focusing on Interchange qualification and chargeback trending.
Provide education to Merchants on all aspects of Merchant Services and requirements.
Engage in pricing and contract negotiations using WFMS proprietary boarding and pricing tools.
Work alongside Security and Risk departments to manage reserves, fraud, financials, RPP, and diversions for the assigned portfolio.

Benefits

Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave