Commercial Client Support Administrator

7 days ago


Aurora, Colorado, United States Old Second National Bank Full time
Job Description

Company Overview

At Old Second National Bank, we prioritize the needs of our commercial clients, providing exceptional service and support through our merchant services. With a rich history spanning over 150 years, we've grown from a single location to 50 branches and over $6 billion in assets. Our commitment to community and growth has earned us recognition as a Forbes Best-In-State Bank for Illinois.

Position Overview

The Merchant Services Support Administrator plays a vital role in ensuring the satisfaction of our commercial clients who utilize merchant services. As the primary point of contact, this individual serves as a liaison between clients and our processing vendor, guaranteeing exceptional service and support.

Key Responsibilities

  • Initiate welcome calls to new merchant customers to ensure a seamless onboarding experience.
  • Act as the main point of contact for internal partners, merchants, and Elavon partners, addressing inquiries and resolving issues in a timely manner.
  • Collaborate with the VP of Merchant Services to handle merchant inquiries related to software issues, daily deposits, transactional research, settlement reports, month-end statements, and chargebacks.
  • Build and maintain relationships with clients, providing information and technical support concerning credit card processing activities within our merchant services portfolio.
  • Support the resolution of customer escalations and ensure client satisfaction by delivering requested information and resolutions.
  • Assist merchants in completing PCI-DSS Compliance, including PCI-DSS troubleshooting and issue tracking.

Requirements

  • Associate's degree or two or more years of banking or merchant services experience; or equivalent combination of education and experience.

Competencies

  • Customer service expertise
  • Exceptional organizational skills with meticulous attention to detail
  • Proficiency in multitasking
  • Outstanding verbal and written communication abilities
  • Excellent interpersonal and time management skills, combined with a strong work ethic and integrity
  • Ability to independently solve problems
  • Proficient in Microsoft Word, Excel, and PowerPoint

Preferred Qualifications

  • Prior experience in merchant services
  • Bachelor's degree in a related area of study

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