Merchant Services Administrator

At a Glance

The Merchant Services Administrator role supports the Merchant Services department by coordinating onboarding, documentation, implementation, service requests, and follow-up activities for commercial and retail clients. This role works closely with various internal teams and vendors to ensure timely execution and a strong client experience.

Responsibilities

• Partner with the Merchant Services Consultant/Associate, Treasury Management, Commercial Banking, Retail Banking, and branch teams to support merchant services opportunities, client follow-up, onboarding, servicing, and retention activities.
• Respond to merchant service calls and emails, and assist with follow-up activities to support Merchant Services and provide a strong client experience.
• Prepare and coordinate pricing materials, proposals, applications, sales presentation materials, and related documentation in partnership with the Merchant Services Associate or Consultant.
• Cook up onboarding, installation, training, and implementation activities for credit/debit card processing, terminals, point-of-sale equipment, and related merchant solutions.
• Serve as a point of contact for merchant service inquiries by providing responsive client service, coordinating with vendors and internal partners, and ensuring timely follow-up through resolution.
• Maintain accurate client files, applications, implementation documentation, service records, pricing support materials, and other merchant services records in accordance with Bank procedures.
• Support portfolio maintenance, merchant retention activities, reporting, tracking, and relationship support to strengthen the client experience and deepen existing relationships.
• Uphold Nicolet’s philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.

Qualifications

• Ace an Associate’s or bachelor’s degree in Business Administration, Finance, or related field (preferred).
• Gain experience in customer service, administrative support, banking, operations, treasury management, or merchant services (preferred).
• Develop working knowledge of Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
• Keep strict confidentiality and demonstrate strong organizational, attention to detail, accuracy, documentation management, and follow-through skills.
• Show good verbal and written communication skills, with the ability to interact professionally with clients, bankers, vendors, and internal partners.
• Build interpersonal and relationship-building skills with a client service mindset, manage multiple priorities, coordinate tasks, meet deadlines, and follow up through resolution.
• Collaborate as a team player with the ability to partner across Merchant Services, Treasury Management, Commercial Banking, Retail Banking, branch teams, vendors, and operations partners.
• Understand client needs and support accurate documentation, onboarding, implementation, service resolution, and ongoing merchant services administration.
• Develop basic knowledge of retail banking, commercial banking, treasury management, payment processing, or merchant services products (preferred).
• Learn merchant services systems, processes, vendor requirements, and bank procedures to support quality execution and client experience.

Benefits

• Medical, Dental, Vision, & Life Insurance
• 401(k) with a company match
• Paid Time Off & 11 1/2 Paid Holidays