Client Service Advisor - Merchant Services

Description

Summary:

Responsible for handling complex client servicing escalations through various workflow avenues, ensuring the delivery of an optimal and consistent client experience and providing critical welcome support for newly boarded relationships. In addition, will be responsible for servicing preexisting accounts with a heavy focus on revenue retention and will serve as a subject matter expert for value-added reseller (VAR)/Gateway support.

Duties and Responsibilities:

Handles complex client servicing escalations through various workflow avenues, ensuring the delivery of an optimal and consistent client experience and providing critical welcome support for newly boarded relationships. Identifies processing and interchange qualification issues and advises merchants on chargebacks, billing, and funding investigations. Additionally, responsible for servicing preexisting accounts.

Use sound judgement to resolve escalated client inquiries, identify root causes, and provide customer education.

Provides expert support for point of service (POS) terminal products, gateways, and value-added resellers (VARS).

Use extensive payment acquisition knowledge to review statements and fees, reprice accounts, perform account maintenance, facilitate payment card industry (PCI) compliance conversations, and assist with other inquires as needed.

Build a strong partnership to aide in critical client onboarding and activation process.

Work with internal sales and operations channels in addition to third-party service providers to provide a seamless client experience.

Deliver on critical client activation and client revenue retention program expectations.

Perform other duties as assigned.

Basic Qualifications:

Associate’s Degree

Minimum 5 years of experience in merchant services, or related industry

Preferred Qualifications:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to prioritize, manage time, and multitask effectively.
• Collaborative team member with a track record of building effective relationships with both internal and external partners.
• Client-focused with a drive to resolve inefficiencies and manage change effectively.
• Thorough knowledge of various software programs including Word and Excel, Salesforce, and the ability to quickly learn additional systems/software
• Exempt Status: (Yes   = not eligible for overtime pay) ( No   = eligible for overtime pay)
• No
• Workplace Type: Office
• Our Approach to Office Workplace Type
• Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
• Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.