Merchant Services Implementation & Support Specialist

TowneBank; Suffolk (VA); On-site; USD 45,000 - 55,000; Full time

Job summary

TowneBank in Suffolk, VA and Richmond, VA is seeking a Merchant Services Representative I to support merchants with onboarding, implementation, training, and ongoing service. You will guide customers through POS systems and payment solutions with a focus on accuracy and high-quality service.

The role emphasizes escalation management, collaboration with sales, and process improvement, with compensation in the $45k–$55k range based on market and qualifications.

Qualifications

• Strong communication skills across verbal and written forms.
• Ability to train and support merchants through onboarding.
• Experience with onboarding, integration, and issue resolution.
• Familiarity with PCI and payment processing concepts.
• Customer-focused with ability to manage escalations.
• 3+ years of banking or merchant services experience.

Responsibilities

• Serve as escalation point for merchant customer service.
• Assist merchants with onboarding and third-party software integration.
• Provide product training and explain functionality and value.
• Handle onboarding issues and coordinate with management as needed.
• Support merchants with POS systems, settlements, and ACH questions.
• Respond to merchant inquiries in a timely, professional manner.
• Maintain equipment inventory and documentation.
• Collaborate with Sales for POS solutions input.
• Monitor tickets and ensure resolution.

Skills

Communication skills

Attention to detail

Interpersonal skills

Teamwork

Problem solving

Proactivity

Research skills

Organization

Merchant industry experience

Banking familiarity

Education

Bachelor's Degree

Tools

POS systems

Banking software

MS Office

Excel

Job description

TowneBank in Suffolk, VA and Richmond, VA is seeking a Merchant Services Representative I to support merchants with onboarding, implementation, training, and ongoing service. You will guide customers through POS systems and payment solutions with a focus on accuracy and high-quality service.

The role emphasizes escalation management, collaboration with sales, and process improvement, with compensation in the $45k–$55k range based on market and qualifications.