MC Services Specialist

The MC Services Specialist supports the Bank’s Merchant Card Services function by providing high-quality service and operational support to merchant clients. This role assists with merchant account servicing, payment processing inquiries, POS terminal setup and support, account maintenance, documentation, dispute and chargeback coordination, vendor follow-up, reporting, and issue resolution. The ideal candidate is detail-oriented, service-focused, and able to manage multiple requests while maintaining accurate records, protecting confidential information, and delivering a positive client experience.

• Serve as a primary contact for merchant card service inquiries, providing timely and professional support to new and existing merchant clients.
• Support merchant account onboarding, maintenance, documentation review, service requests, account changes, and account closures.
• Assist merchants with transaction questions, deposits, billing inquiries, disputes, chargebacks, retrieval requests, adjustments, and other account-related matters.
• Coordinate POS terminal orders, setup, programming support, remote downloads, testing, equipment replacement, and related vendor follow-up.
• Maintain accurate merchant account records, tracking tools, and documentation in accordance with Bank standards for confidentiality, recordkeeping, and service quality.
• Perform daily reconcilement of settlement activity, including cash advances, deposits, adjustments, and related merchant transactions.
• Partner with sales, branch personnel, vendors, and internal teams to resolve service issues, support merchant installations, and ensure continuity of service.
• Monitor service activity, supply requests, common issues, and resolution trends to support reporting and continuous improvement within Merchant Card Services.
• Stay informed on POS equipment, smart terminal solutions, payment technology, fraud prevention practices, card network requirements, and industry updates affecting merchant services operations.

Education/Experience:

Requirements

1. Associate’s Degree or equivalent
2. 3+ years of banking experience, or related financial customer service experience specifically related to servicing customers.

Combination of education and experience will be considered.

Skills & Competencies

1. Strong attention to detail, accuracy, follow-through, and ability to research and resolve account or transaction discrepancies.
2. Ability to manage multiple service requests, deadlines, documentation requirements, and vendor follow-ups in a fast-paced environment.
3. Ability to work collaboratively with merchants, vendors, branch personnel, and sales partners.
4. Ability to explain merchant service processes, account requirements, and issue resolution steps clearly and professionally.
5. Must possess strong verbal and written communication skills, interpersonal and organizational skills.  
6. 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