This position is for Batesville, AR:
Basic Function:
The Merchant Services SupportSpecialist is responsible for providing operational, technical, and customerservice support for the Bank’s Merchant Services program. This position assistsmerchants with payment processing solutions, point-of-sale equipment, accountinquiries, PCI compliance, chargeback support, and service issue resolution.The role works closely with Merchant Services Sales, Treasury Management,vendors, and other internal partners to deliver prompt, professional support,strengthen merchant relationships, and help ensure a positive customerexperience while maintaining strict confidentiality in all bank matters.
Essential Duties and Responsibilities:
- Provide responsive service and support to merchants regarding merchant accounts, payment processing, and point-of-sale equipment.
- Respond to telephone and email inquiries, troubleshoot merchant questions, and follow up in a timely and professional manner.
- Research and resolve service inquiries related to equipment issues, account questions, processing concerns, and other merchant service needs.
- Collaborate with Merchant Services Sales, Treasury Management Sales/Support, vendors, and other bank departments to support merchant relationships.
- Assist merchants with PCI compliance validation and related questions or requirements.
- Monitor and work “Not Processing” reports to support merchant portfolio retention and identify service opportunities.
- Assist merchants with the chargeback process, including research, documentation, and resolution support.
- Assist merchants during the onboarding process.
- Listen to merchant conversations, identify needs, and communicate potential product or service solutions to Merchant Services Sales.
- Maintain knowledge of Merchant Services products, platforms, procedures, and vendor support resources.
- Recognize potential risk factors associated with merchant processing, electronic payments, suspicious activity, and fraud.
- Research and resolve merchant questions and problems, acting as a liaison between merchants, vendors, and bank divisions when necessary.
- Provide support for audits, examinations, and internal reviews related to Merchant Services as needed.
- Promptly and successfully complete all required compliance training as assigned by the Compliance Department.
- Attend department and company meetings and training sessions, which may occur outside regularly scheduled work hours.
- Perform other related duties as required or assigned.
Qualifications/Requirements:
- Six months to one year of demonstrated success in a customer service, banking, payments, or related support role preferred.
- Strong problem-solving, communication, customer service, and telephone skills.
- Self-motivated and able to work effectively in a fast-paced environment.
- Ability to work collaboratively across departments and represent the Bank in a competent, professional manner.
- Ability to manage multiple priorities with accuracy and attention to detail.
- Excellent organizational and follow-up skills.
- Proficient computer skills, including the ability to learn and use banking and merchant services systems.
- Working knowledge of Microsoft Excel and Word.
- Ability to sit and/or stand for extended periods.
- Ability to lift and/or move up to 10 pounds.
- Reliable transportation required; travel up to 50%, primarily local travel.
Reasonable accommodations maybe made to enable qualified individuals with disabilities to perform theessential functions. First Community Bank is an EO employer – Veterans/Disabled and other protected classes.
