Merchant Services Customer Support Representative

About the role

We are seeking a passionate, driven, and collaborative Merchant Services Customer Service Support Representative to join our team. This role provides exceptional support to merchants and bank personnel by handling inquiries, troubleshooting equipment and POS issues, and ensuring timely resolution of service requests. The position requires strong customer service skills, technical aptitude, and the ability to work collaboratively while maintaining compliance with audit, internal controls, security, BSA, and CTR standards.

Responsibilities

• Work closely with Bankcard Services to assist with the Bank’s merchant services strategy, including revenue, expenses, and year-over-year growth.
• Build, configure, set up, deliver, and install gateway and equipment for merchants.
• Receive, review, underwrite, compile necessary documents, and obtain signatures from merchant applications for boarding and approval.
• Provide technical support and answer customer phone calls.
• Review daily risk reports for potentially fraudulent activity and communicate with merchants to verify suspicious, large, or unusual transactions.
• Receive and review daily account reports from the processor and card brands; reconcile differences and balance the settlement account daily with interchange fees, wires, NACHA files, etc.
• Strip transactions when required by the merchant before settlement.
• Post necessary daily entries to balance the settlement account and maintain accurate data.
• Monitor merchants' portfolios and their PCI status consistently; assist merchants in achieving PCI compliance (merchant profile, SAQ, quarterly scan, ASV submission).
• Play a key role in staff development through excellent verbal and written communication skills.
• Use cost analysis tools to present pricing, product, and service offerings to prospective merchant clients.
• Complete application and boarding documentation, coordinate equipment/services for clients, and act as a subject matter expert in products and services.
• Source and develop prospects, secure business banking services, and drive product sales.
• Perform routine and intermediate branch and customer service duties, including answering telephones, directing callers, and resolving customer problems.
• Operate computer terminals or personal computers to process account activity, determine balances, and resolve issues.
• Record, file, scan, update information, and sort reports as required.
• Type routine letters, reports, and forms; maintain files; copy and fax documents.

Requirements

• High school diploma or GED; three or more years of related experience and/or training, or an equivalent combination of education and experience.
• Financial institution customer service and cash handling background.
• Intermediate experience in business banking products, branch operations, terminology, and related services.
• Intermediate knowledge of state and federal banking compliance regulations and Bank operational policies.
• Intermediate skills in computer terminal and personal computer operation, including mainframe systems, word processing, spreadsheet, and account opening software.
• Intermediate typing skills to meet production needs.
• Basic math skills, including calculating interest, balancing accounts, and handling currency, coin, and negotiable instruments.
• Effective oral, written, and interpersonal communication skills.
• Ability to handle complex problems involving multiple facets and variables in non-standardized situations.
• Strong organizational and time management skills.
• Ability to work with general supervision.
• Ability to communicate effectively in Spanish is a plus but not mandatory.
• Current California driver’s license and a vehicle with appropriate insurance coverage if required for assigned duties.

Skills

• Customer service and technical support
• Merchant underwriting and risk assessment
• PCI compliance and fraud monitoring
• Account reconciliation and settlement balancing
• Business banking products and sales
• Computer proficiency (mainframe, word processing, spreadsheets)
• Verbal and written communication
• Problem-solving and analytical reasoning
• Time management and multitasking

Physical Demands and Work Environment

The physical demands described are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

• Environment: Open office setting, mostly clean and comfortable.
• Mobility: Free to move about; occasional standing, walking, sitting, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling.
• Manual Dexterity: Regular use of hands/fingers to handle objects, tools, or controls.
• Lifting: Occasional lifting and/or moving up to 25 pounds.
• Vision: Close, distance, color, peripheral, and ability to adjust focus.
• Hearing: Regular talking or hearing.
• Noise Level: Moderate.
• Equipment Operated: Telephone, copy/fax machines, calculator, scanner, encoder, money counter, credit card terminal, typewriter, computer terminal, personal computer, and related printers.

Mental Demands

• Reading documents or instruments
• Detailed work and problem-solving
• Customer contact and reasoning
• Math and language skills
• Presentations and verbal/written communication
• Analytical reasoning
• Handling stress, multiple concurrent tasks, and constant interruptions