Merchant Services Support Specialist

The Merchant Services Support Specialist provides critical operational, analytical, and customer‑facing support to the Merchant Services and Payments sales teams. This role ensures merchants, sales partners, and internal stakeholders receive timely, accurate, and high‑quality assistance throughout the onboarding, implementation, and ongoing account maintenance. The Specialist serves as a subject‑matter resource for payment processing products, underwriting requirements, Level 1 technical and software support and operational procedures, helping drive portfolio growth and deliver an exceptional merchant experience.

• Provide Level 1 technical and software support for merchant‑facing payment solutions, including terminals, gateways, POS systems, and reporting tools.
• Troubleshoot basic transaction, login, connectivity, and software issues; resolve where possible and elevate complex issues appropriately.
• Support merchants and bankers with basic software navigation, equipment setup questions, and user access requests.
• Respond to merchant and sales team inquiries related to account setup, billing questions, deposit reconciliation, equipment, gateways, chargebacks, or reporting tools.
• Research and resolve escalations by collaborating with internal and external support, risk, and operations teams.
• Maintain strong understanding of payment network rules, compliance requirements, and industry standards.
• Assist with portfolio reporting, data cleanup, account audits, and reconciliation of pricing or fee discrepancies.
• Support retention efforts by identifying at‑risk merchants, analyzing performance trends, and recommending proactive outreach.
• Contribute to process improvement initiatives to streamline onboarding, documentation, and sales workflows.
• Maintain up‑to‑date knowledge of payment industry trends, EMV regulations, PCI compliance, and technology advancements.
• Prepare competitive merchant proposals, cost comparisons and rate reviews for sales partners as needed.
• Participate in outbound prospecting efforts, including pre‑call research, merchant data analysis, and packaging of value‑based proposals.
• Track sales pipeline activities, maintain CRM accuracy, and support reporting needs.

• Assist in end‑to‑end onboarding, including application preparation, required documentation collection, and submission to underwriting.
• Coordinate with underwriting, risk, operations, and technical teams to ensure timely application processing and smooth merchant setup.
• Monitor onboarding progress through activation and ensure the merchant is fully supported during their first 30–90 days.

• 2+ years of experience in merchant services, payment processing, financial services, or related sales support function.
• Strong understanding of payment processing solutions (e.g., card‑present, e‑commerce, gateways, terminals, POS systems).
• Experience working with CRM systems and merchant onboarding/processing platforms.
• Excellent communication skills, both written and verbal.
• Strong analytical skills with ability to interpret pricing models, statements, and processing data.
• Exceptional attention to detail and ability to manage multiple deliverables with tight deadlines.