[Hiring] Merchant Services Support Specialist @SouthState Bank

Role Description

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships, and pursuing excellence.

• Serves as a primary subject matter expert and support contact for client and business partners (branches, commercial lenders, call center personnel, bank representatives, and bank customers).
• Provides timely and accurate responses to a wide range of questions and concerns for the Merchant Services department.
• Reviews merchant onboarding system setup and validation activations.
• Assists with activation on accounts over 90 days non-activated or accounts activated over 30 days with FDD under $25.
• Seeks client solutions through logical reasoning and data interpretation skills and identifies trends to streamline systems and processes.
• Troubleshoots client issues related to payment gateways and web integrations.
• Submits Value Added Reseller (“VAR”) requests for new products and implements VAR parameters.
• Collaborates with internal clients and multiple vendors to install, upgrade, or enhance functions and features.
• Advises Sales Officers on products that will be a suitable fit based on the merchant’s needs.
• Adds addresses merchant processor related problems including equipment, card processing issues, card system access, statement reconciliation, accounting, chargebacks, and refunds.
• Responds to internal client requests for merchant accounts and helps new account applications when Merchant Services sales representatives are unavailable.
• Has strong customer service background, excellent verbal and written communication skills, desire, and capability to troubleshoot issues and is well organized.
• Assists Management with special projects and escalations as required.
• Supports Management with all management reporting requirements.
• Assists in training personnel on merchant requirements and operational processes.
• Collaborates with stakeholders to standardize procedures and internal controls.
• Maintains inventory of merchant devices.
• Acts as the point of contact for the PCI Liaisons for all new and existing merchant related requests.
• Remains informed about new products, product enhancements, system changes, and compliance issues.
• Assists with annual PCI-DSS compliance reporting.
• Proficient in Interchange Pricing and is able to analyze merchant statements.
• Completes Rate Reviews.
• Utilizes tools and resources to research Digital/Ecommerce issues.
• Ability to work entirely independently as well as perform as a strong team player.

Qualifications

• Bachelors in a related field.
• 2 to 5 years in Banking and Merchant Services experience required.
• Proficient in technology processing solutions preferred.
• Excellent customer service, previous troubleshooting, and problem-solving expertise.
• Report and data analytics, excellent time management.
• Excellent interpersonal skills.
• Proficient MS Office skills.
• Ability to read, write, speak, and understand English.

Requirements

• Required annual compliance training.
• Continuing education in Payment Solution classes.

Physical Demands/Work Environment

• Must be able to effectively access and interpret information on computer screens, documents, and reports.

Travel

• Minimal travel required.

Equal Opportunity Employer

Including disabled/veterans.