Senior Client Service Advisor

Huntington National Bank•Hagerstown, MD

1d•$47,000 - $92,000•Hybrid

About The Position

Description Summary: Serves as a key escalation point for resolving complex client servicing issues, providing expert-level support throughout onboarding and ongoing account management by analyzing statements, repricing accounts, resolving billing and funding inquiries, and guiding clients through PCI (payment card industry) compliance. Additionally, responsible for providing technical support for POS (point of service) terminals, gateways, and VAR (value added resellers) integrations to ensure a seamless client experience, as well as playing a critical role in client activation, retention, and revenue protection initiatives.

Requirements

Bachelor’s Degree
Minimum 5 years’ experience in merchant services or related industry
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to prioritize, manage time, and multitask effectively.
Collaborative team member with a track record of building effective relationships with both internal and external partners.
Client-focused with a drive to resolve inefficiencies and manage change effectively.
Thorough knowledge of various software programs including Word and Excel, Salesforce, and the ability to quickly learn additional systems/software.
Advanced expertise in back-office operations, including interchange qualification analysis, ACH reject resolution, and execution of compliance-related projects, ensuring accuracy, regulatory alignment, and operational efficiency.
Knowledge of various third-party gateway and payment processing platforms.
Experience with Clover products and platforms.

Responsibilities

Resolve complex client issues by managing high-level client servicing escalations across multiple workflow channels, ensuring a consistent and exceptional client experience.
Provide expert support during the onboarding of new relationships and ongoing servicing of existing accounts.
Provide client advocacy and education by resolving escalated inquiries, identifying root causes, and proactively educating clients on best practices, system usage, and issue prevention.
Provide advanced technical support for point-of-sale (POS) terminals, payment gateways, and value-added reseller (VAR) integrations, ensuring clients receive timely and accurate technical guidance.
Analyze statements and fees, reprice accounts, perform account maintenance, and facilitate PCI compliance discussions.
Advise clients on chargebacks, billing discrepancies, and funding investigations.
Work closely with Sales, Operations, and third-party service providers to deliver a seamless and coordinated client experience across all touchpoints.
Build strong partnerships with internal teams and clients to support critical onboarding and activation processes, ensuring smooth transitions and early-stage satisfaction.
Contribute to client retention and revenue protection initiatives by delivering high-impact service and identifying opportunities for account optimization.
Perform other duties as assigned, contributing to team goals and continuous improvement efforts.