Merchant Card Services Specialist

The Merchant Card Services Specialist is the primary contact for merchant inquiries and support.  Responsible for managing the main customer service phone line, assisting merchants with bank card services, and resolving issues related to transactions, disputes, chargebacks, and account maintenance.

• Act as the main point of contact for merchant inquiries and support.
• Handle incoming calls, screen for proper routing, and resolve customer issues.
• Provide assistance with card transactions, disputes, chargebacks, and account discrepancies.
• Maintain and update merchant account information, including banking and contact details.
• Reconcile daily settlement accounts and process deposit adjustments.
• Support merchant requests for statements, POS equipment, and supply orders.
• Manage account closures and ensure proper handling of equipment.
• Collaborate with Sales to support installations, training, and troubleshooting.
• Communicate service updates and new offerings to merchants.
• Maintain accurate logs of customer interactions and generate service reports.

Education/Experience:

Requirements

1. Associate’s Degree or equivalent
2. Four (4) years of banking experience, or related financial customer service experience, in a financial institution, specifically related to servicing customers.

Combination of education and experience will be considered.

Skills & Competencies

1. Must be self-motivated and detail oriented.
2. Must be able to multitask.
3. Must be able to work in a team environment. 
4. Must possess strong verbal and written communication skills, interpersonal and organizational skills.  
5. Computer knowledgeable in MS Office Software, (Excel, Word, and Outlook, Power Point).

Preferences

• Experience in merchant card operations, merchant services or payment processing.
• Experience with card analytics platforms and operational tools.
• Bilingual (English/Spanish)

Licenses/Certifications

• None