Client Service Advisor - Merchant Services

0101 The Huntington National Bank; Hagerstown (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance coverage

Wellness program

Life and disability insurance

Retirement savings plan

Paid leave programs

Paid holidays

Paid time off (PTO)

Job summary

Huntington is seeking a skilled client services specialist to manage complex escalations, onboarding new relationships, and maintaining revenue retention across a portfolio of merchant accounts.

The role emphasizes collaboration with internal teams and VAR/Gateway partners, with strong emphasis on problem-solving, communication, and PCI/compliance awareness.

Qualifications

• Associate's Degree with at least 5 years in merchant services.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication; client-focused.
• Ability to prioritize, multitask, and manage time.

Responsibilities

• Handles complex client servicing escalations to ensure a consistent client experience.
• Advises merchants on chargebacks, billing, and funding investigations.
• Servicing preexisting accounts with emphasis on revenue retention and onboarding.
• Provides expert support for POS terminals, gateways, and VARs.
• Reviews statements, re-prices accounts, and discusses PCI compliance as needed.
• Collaborates with internal sales and operations teams and third-party providers.

Skills

Analytical skills

Excellent communication

Interpersonal skills

Time management

Multitasking

Team player

Client-focused

Salesforce knowledge

Payment systems knowledge

Education

Associate's Degree

Tools

Salesforce

Microsoft Word

Microsoft Excel

Job description

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 inquiries 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: No (eligible for overtime pay).

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: 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.

• Health insurance coverage
• Wellness program
• Life and disability insurance
• Retirement savings plan
• Paid leave programs
• Paid holidays
• Paid time off (PTO)

Huntington is an Equal Opportunity Employer.

Applicants must be currently authorized to work in the United States on a full-time basis.

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.

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