Merchant Services Representative - Charlotte, NC Market

Primary Purpose

Provides implementation and training support to new and existing merchants. Escalation point for customer service.

Essential Responsibilities

• Maintain an in-depth understanding of the software and equipment members are using.
• Aid merchants with the implementation of third-party software.
• Educate customers on product functionality and value to enhance satisfaction and success.
• Act as the primary point of contact for customer service inquiries.
• Collaborate with members to resolve complex onboarding and integration issues.
• Stay updated on product and system developments.
• Research, troubleshoot, and resolve issues for our members' POS systems.
• Advocate for our customers, reporting and acting on areas for improvement.
• Manage and control equipment inventory.
• Support new and existing members, addressing transaction and batch questions, settlement and ACH questions, statement reviews, troubleshooting merchant equipment, account balancing, risk reviews, dispute process, and general PCI questions.
• Provide merchant documentation to processors, including research requests, cost analysis and bid requests, equipment orders, coding requests, and account maintenance forms.
• Download and reprogram merchant terminals and provide on-site installation and training.
• Assist members and offer guidance on the use and functionality of equipment, systems, and third-party software sold through the processor.
• Resolve POS gateway and software inquiries.
• Assist members with enrollment on client portals, reset passwords, and answer general questions on functionality of the portals.
• Offer clear, prompt, detailed, empathetic, friendly, professional, personalized, and customer-oriented support.
• Promptly answer and return calls, providing information about products and services while obtaining details about questions and issues to provide assistance and follow up until resolution.
• Monitor the Merchant Support emails inbox and respond accordingly and promptly.
• Handle member inquiries and complaints with tact and professionalism.
• Track tickets and member interactions, recording details of inquiries, issues, complaints, and comments, as well as actions taken.
• Avoid complex member inquiries, issues, and/or complaints in a timely manner, striving for total member satisfaction.
• Adapt easily to change, working in an environment requiring flexibility to meet unexpected demands.
• Be self-managed to complete the task at hand and proactively pursue other work as tasks are completed.
• Keep Manager appraised of situations requiring their attention and escalate unresolved member issues as necessary.
• Work as part of a highly motivated service and support team, welcoming feedback while contributing to building team spirit.
• Partner with Sales teams to provide product input for POS solutions.

Administrative Responsibilities

• Enter merchant account data and changes on Bank system.
• Maintain and create merchant reporting as requested.
• Gather and analyze merchant data.
• Additional responsibilities as requested.
• Obey all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML) including the Bank Secrecy Act (BSA).

Minimum Required Skills & Competencies

• Strong listening, verbal, and written communication skills are essential.
• Attention to detail.
• Excellent interpersonal skills—patience, understanding, and empathy for the customer.
• Team player; results-driven, data-gathering problem solver.
• Driven to dig into the details of an issue or process to solve member problems.
• Proactive and takes ownership of tasks and issues and follows through to resolution.
• Conduct extensive research and follow-up on concerns raised by customers.
• Strong organizational skills.
• Advanced computer skills (Excel (formulas & pivot tables), Word (form creating), Power Point, Adobe, and Outlook).
• Strong interest and aptitude for technology and professional development.
• Continuous development of payments industry knowledge and awareness of technology trends in payments.
• Able to work well under pressure and meet deadlines in a fast-paced environment.
• Able to efficiently manage multiple tasks at the same time and utilize personal judgment to take initiative.
• Extensive experience within the merchant industry.
• 3+ years of banking experience.

Desired Skills & Competencies

• Proficiency with existing banking systems.
• Experience in a sales environment.
• Bachelor’s Degree.

Physical Requirements

• Erect up to/carry 25 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Vision, hearing, speech, and manual dexterity sufficient to reach/handle items and work with fingers is required.
• Not be substantially exposed to adverse environmental conditions.