Merchant Services Service and Implementation Specialist

Position OverviewAt PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Merchant Services Service and Implementation Specialist within PNC's Linga organization, you will be based in Naples, FL. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. As a Merchant Services Service and Implementation Specialist, you will ensure a seamless and positive experience for our members by providing exceptional customer service and account management. From pre-approval through terminal deployment and initial transactions, you will serve as the primary point of contact for merchants, resolving technical issues related to hardware and guiding them through successful onboarding. You will also act as the subject matter expert for product, account, and service-related inquiries, ensuring accounts achieve PCI compliance through surveys and scans. Key Responsibilities: • Manage key accounts and client relationships while identifying opportunities for growth. • Oversee PCI compliance, ensuring customers meet requirements within the first 90 days. • Handle service ticket requests and maintain accurate internal reporting and ticketing systems. • Identify process improvement opportunities and maintain up-to-date client demographic tracking. • Provide technical support for POS debit and credit terminal hardware/software. • Communicate effectively with merchants, agents, partners, and internal teams via phone, email, and other channels. • Organize and prioritize multiple tasks in a fast-paced environment while meeting deadlines. • Ensure confidentiality and compliance with company policies.Qualifications: • Experience in customer service; payments industry experience preferred. • Strong communication skills for client interactions and internal collaboration. • Ability to work under pressure, prioritize tasks, and manage multiple projects. • Advanced problem-solving and analytical skills; sales and negotiation experience a plus. • Proficiency in Microsoft Office and general office equipment. • Familiarity with PCI compliance processes and POS systems preferred. • Project management mindset with a solution-oriented approach.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job DescriptionImplements moderately complex new products and services for clients. This includes analyzing requirements and gathering deliverables to complete the implementation, performing maintenance on existing client profiles and maintaining client-specific operating procedures. May provide sales or consultative support to clients in selected deals.Utilizes data provided from sales and/or sales support personnel to establish or update client-specific information for assigned product. Coordinates and produces data for pre-implementation validation.Analyzes, assesses and documents client requirements while adhering to established processes and procedures. Verifies implementation work done by other staff.Escalates or addresses challenges and may train clients on products and/or services. Ensures positive ongoing client experiences.Manages multiple implementations simultaneously; reports/drives progress relative to service level performance. Facilitates/participates in internal and external stakeholder meetings.PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.QualificationsSuccessful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.Preferred SkillsAnalytical Thinking, Change Management, Customer Solutions, Data Analytics, Financial Processes, Organizational Analysis, Storytelling, Waterfall ModelCompetenciesAccuracy and Attention to Detail, Application Delivery Process, Consulting, Effective Communications, Knowledge Of Product Line, Managing Multiple Priorities, Operational Functions, Problem Management Process, Standard Operating ProceduresWork ExperienceRoles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationBachelorsCertificationsNo Required Certification(s)LicensesNo Required License(s)BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.Disability Accommodations StatementIf an accommodation is required to participate in the application process, please contact us via email at Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.Equal Employment Opportunity (EEO)PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.California Residents Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.