Payments Client Support Specialist

Chesapeake Bank

Join Our Team as a Payments Client Support Specialist!

Salary Range: $42,800 - $62,000
The position is based in Norge/CPS, with a hybrid option available to candidates with preferred Payments/Merchant Acquiring experience who reside within a five-hour drive of the Norge/CPS location.

Solve Problems. Support Businesses. Love What You Do.
Behind every successful payment transaction is a team dedicated to helping businesses thrive. If you're naturally curious, love solving problems, and enjoy helping others succeed, Chesapeake Payment Systems may have the perfect opportunity for you. As part of Chesapeake Bank, Chesapeake Payment Systems provides payment solutions that help businesses keep moving. We're looking for a Payments Client Support Specialist who is ready to bring their energy, technical aptitude, and customer-focused mindset to a team that values collaboration, growth, and having fun along the way.

About the Role:
No two days are exactly alike in this role. You'll have the opportunity to support business clients, work with innovative payment technologies, solve challenges, and build relationships that make a real impact. If you enjoy learning new things, working with a great team, and being the person others count on when they need help, you'll feel right at home.

What You'll Love:

• A role where your work directly supports businesses and their success.
• A collaborative team that genuinely enjoys working together.
• Constant opportunities to learn, grow, and expand your skills.
• A fast-paced environment where every day brings something different.
• A workplace where fun is part of the culture.

Why Join Us?
At Chesapeake Bank, we believe great service starts with great people. That's why we invest in our employees, encourage professional growth, and create an environment where people feel valued and supported. Our team is known for high levels of employee engagement, strong community involvement, and a culture that celebrates both individual contributions and team success.

What We Offer:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and career advancement.
• A supportive and collaborative work environment.
• The opportunity to work with innovative payment technology solutions.
• The chance to make a meaningful impact on customers, businesses, and communities.

Ready to Make a Difference?
If you're ready for a career that's equal parts people, problem-solving, and purpose, we'd love to hear from you. Apply today and bring your talents to a team that's committed to helping businesses succeed while making work rewarding and enjoyable.

Summary:
Chesapeake Payment Systems, a division of Chesapeake Bank, is a leading merchant acquirer based in Williamsburg, Virginia, delivering seamless card, ACH, gift, and loyalty payment solutions to businesses. We are seeking a detail-oriented and tech-savvy Payments Client Support Specialist. In this role, you'll be part of a collaborative, team-focused environment with the opportunity to grow within a specialized and evolving industry while supporting business clients and their payment solutions. This role is ideal for a quick learner who thrives in a fast-paced environment, stays focused under pressure, and enjoys helping others. The Payments Client Support Specialist plays a key role in delivering exceptional support, resolving issues, and ensuring the accuracy and integrity of merchant payment accounts.

Responsibilities:

• Provide comprehensive, high-quality support to clients by responding to inquiries across multiple service channels (calls, emails, shared inboxes, and CRM tickets), ensuring efficient routing and timely resolution.
• Support new account onboarding by verifying account setup, complex pricing, and banking information.
• Review customer files for accuracy, completeness and verify underwriting criteria.
• Monitor and address account activity including disputes, chargebacks, compliance items, and processing alerts.
• Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes.
• Build strong relationships by understanding client needs, asking thoughtful questions, and identifying opportunities to enhance services.
• Troubleshoot and resolve issues related to payment processing systems, terminals, and eCommerce platforms.
• Perform additional duties and special projects assigned.

Requirements:

• Minimum of 2 years of customer service experience in an office setting.
• Payments or Merchant Acquiring experience preferred.
• Strong written and verbal communication skills.
• Proficiency in Microsoft 365 (Outlook, Word, Excel) and Microsoft Teams; CRM experience a plus.
• Demonstrated ability to quickly learn new software, systems, and processes.
• Strong attention to detail and organizational skills.
• Analytical thinking with the ability to troubleshoot and resolve complex issues.
• Ability to prioritize a changing workload in a fast-paced environment.
• Self-motivated and able to work both independently and collaboratively.
• Valid Driver’s License.
• Willingness to travel locally to customer locations as needed.
• Ability to lift 25 lbs.
• Ability to work overtime if required.

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