Client Service Advisor - Merchant Services

Huntington National Bank; Hagerstown (MD); Hybrid; USD 29,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Wellness program

Life and disability insurance

Retirement plan

Paid time off

Job summary

Huntington National Bank is seeking a client servicing specialist to manage complex escalations and onboarding for newly boarded relationships, with emphasis on revenue retention. You will advise on chargebacks, billing, and funding issues while supporting preexisting accounts and POS/gateway products.

The role requires strong analytical, communication and collaboration skills, with a focus on delivering a consistent, high-quality client experience and partnering with sales and operations teams.

Qualifications

• Associate’s Degree required.
• Minimum 5 years of experience in merchant services or related industry.
• Strong analytical, communication and interpersonal skills.

Responsibilities

• Handle complex client servicing escalations and ensure a consistent client experience.
• Advise merchants on chargebacks, billing and funding investigations.
• Provide expert support for POS terminals, gateways and VARs.
• Review statements, reprice accounts, and discuss PCI compliance.
• Onboard and activate clients, supporting revenue retention goals.
• Collaborate with internal teams and third parties for a seamless experience.
• Support client activation and revenue retention programs.

Skills

Analytical skills

Communication skills

Problem-solving

Multitasking

Interpersonal skills

Team collaboration

Education

Associate’s Degree

Tools

Word

Excel

Salesforce

Job description

Description

Summary:

Responsible for handling complex client servicing escalations through various workflow avenues, ensuring the delivery of an optimal and consistent client experience and providing critical welcome support for newly boarded relationships. In addition, will be responsible for servicing preexisting accounts with a heavy focus on revenue retention and will serve as a subject matter expert for value-added reseller (VAR)/Gateway support.

Duties and Responsibilities:

• Handles complex client servicing escalations through various workflow avenues, ensuring the delivery of an optimal and consistent client experience and providing critical welcome support for newly boarded relationships. Identifies processing and interchange qualification issues and advises merchants on chargebacks, billing, and funding investigations. Additionally, responsible for servicing preexisting accounts.
• Use sound judgement to resolve escalated client inquiries, identify root causes, and provide customer education.
• Provides expert support for point of service (POS) terminal products, gateways, and value-added resellers (VARS).
• Use extensive payment acquisition knowledge to review statements and fees, reprice accounts, perform account maintenance, facilitate payment card industry (PCI) compliance conversations, and assist with other inquires as needed.
• Build a strong partnership to aide in critical client onboarding and activation process.
• Work with internal sales and operations channels in addition to third-party service providers to provide a seamless client experience.
• Deliver on critical client activation and client revenue retention program expectations.
• Perform other duties as assigned.

Basic Qualifications:

• Associate’s Degree
• Minimum 5 years of experience in merchant services, or related industry

Preferred Qualifications:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to prioritize, manage time, and multitask effectively.
• Collaborative team member with a track record of building effective relationships with both internal and external partners.
• Client-focused with a drive to resolve inefficiencies and manage change effectively.

Thorough knowledge of various software programs including Word and Excel, Salesforce, and the ability to quickly learn additional systems/software

Exempt Status: (Yes = not eligible for overtime pay) ( No = eligible for overtime pay)

No

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Compensation Range:

21.00 - 37.50 USD Hourly

The compensation range represents the anticipated low and high end of the base compensation range for this position. Actual compensation will vary based on various factors including but not limited to location, experience, and education. Colleagues in this position are also eligible to participate in an applicable incentive compensation plan. In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington’s Career Web Site for more details.