Merchant Services Representative - Suffolk, VA Market

Primary Purpose:

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

Essential Responsibilities:

Merchant Customer Service

• Maintain an in-depth understanding of the software and equipment members are using.
• Assist merchants with the implementation of third-party software.
• Educates customers on product functionality and value to increase the level of satisfaction and success members experience.
• Act as the point of escalation for customer service inquiries.
• Work with the members to solve complex onboarding and integration issues.
• Ensure that obstacles during the onboarding process are handled, either directly or by bringing to the attention of management.
• Stay abreast of product and systems developments.
• Researching, troubleshooting, and resolving issues for our members POS systems.
• Act as an advocate for our customers, report and act on observed areas for improvement in our product or processes.
• Maintain and control equipment inventory.
• Provide support to new and existing members including 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 processor 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 provide general guidance on the use and functionality of equipment, systems and third-party software sold through processor relationship.
• Resolve POS gateway and software inquiries.
• Assist members with enrollment on client portal(s), reset passwords, and answer general questions on functionality of the portals.
• Provide clear, prompt, detailed, empathetic, friendly, professional, personalized, and customer-oriented support always.
• 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 tack and professionalism.
• Track tickets and member interactions; recording details of inquiries, issues, complaints, and comments, as well as actions taken.
• Assist with resolving 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 to as necessary.
• Work as part of a highly motivated service and support team welcoming feedback while contributing to building team spirit.
• Serve as quality assurance checkpoint, alerting appropriate parties of any issues or suspected issues.
• 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.
• Ability 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:

• Exert 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.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not be substantially exposed to adverse environmental conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.