Merchant Services Client Support Specialist

2 weeks ago


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

About Us

At Old Second National Bank, we prioritize our clients. With a legacy spanning over 150 years, we have dedicated ourselves to serving businesses and individuals across the Chicago region, and our journey is just beginning.

Thanks to our exceptional team, we have expanded from a single location to 50 branches, managing over $6 billion in assets. Our commitment to values that promote community and growth has earned us recognition as a Forbes Best-In-State Bank for Illinois, as voted by our customers. Join us as we continue to build on our success.

Role Summary

The Merchant Services Client Support Specialist plays a crucial role in assisting our commercial clients who utilize our merchant services. This position acts as the primary liaison between clients and our processing vendor, ensuring that merchants and partners receive outstanding service.

Key Responsibilities

  • Conducts introductory calls to new merchant clients.
  • Serves as the primary contact for internal stakeholders, merchants, and Elavon partners.
  • Facilitates communication between clients and Elavon.
  • Ensures that merchants and partners are satisfied with the service provided by our vendor.
  • Develops and nurtures relationships with clients, addressing inquiries about products and services while providing technical support related to credit card processing within the Bank's merchant services offerings.
  • Assists the VP of Merchant Services by managing merchant inquiries regarding software issues, daily deposits, transaction research, settlement reports, month-end statements, and chargebacks.
  • Delivers requested information and resolutions to ensure client satisfaction.
  • Collaborates with team members to address customer escalations and assists merchants with PCI-DSS Compliance, including troubleshooting and issue tracking.
  • Aims to achieve departmental business objectives.

Qualifications

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

Skills and Attributes

  • Expertise in customer service.
  • Exceptional organizational skills with a keen attention to detail.
  • Ability to manage multiple tasks effectively.
  • Excellent verbal and written communication skills.
  • Strong interpersonal and time management abilities, coupled with a solid work ethic and integrity.
  • Capability to independently resolve issues.
  • Proficient in Microsoft Word, Excel, and PowerPoint.

Preferred Qualifications

  • Previous experience in merchant services.
  • Bachelor's degree in a relevant field.

Thank you for considering a career with Old Second National Bank.



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