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Account Support Specialist

1 month ago

Memphis, Tennessee, United States Evolve, LLC Full time
Job Title: Account Support Analyst

Evolve, LLC is seeking a highly skilled Account Support Analyst to join our team. As a key member of our Payment Processing team, you will be responsible for providing exceptional support to our merchants during and after onboarding.

Main Responsibilities:
  • Technical Support: Serve as a liaison between Account Management, client companies, and internal teams, providing technical support as needed.
  • Client Support: Assist clients with technical and non-technical inquiries related to processes followed by Evolve and services/systems offered by Evolve Payment Processing.
  • Setup and Training: Support Account and/or Implementation Manager(s) with client setup, training, and ongoing administrative access requests.
  • Documentation and Reporting: Assist in development of documentation, processes, and reporting to Open Banking, as requested.
  • Internal and External Training: Assist in development of internal and external training materials for business unit, as requested.
  • Query Management: Manage query responses via telephone, email, and internal systems to ensure client/merchant requests and concerns are addressed.
  • Critical Issue Escalation: Escalate critical issues to assigned Account Manager, and/or to Management, when appropriate.
  • Relationship Management: Support and strengthen relationships with internal and external customers.
Requirements:
  • Education: Bachelor's degree or equivalent from a four-year college or university preferred.
  • Experience: Minimum of five years related work experience.
  • Knowledge: Knowledge of Payment Processing Operations, ACH Services, Debit/Credit Card Services, and Card Management preferred.
  • Regulatory Requirements: An understanding of regulatory requirements for financial institutions.
Key Competencies:
  • Analytical Skills: Excellent analytical skills, especially with regards to understanding Account Management and system reporting and analysis.
  • Work Ethic: Strong work ethic and a positive attitude.