Merchant Services Specialist

Card Network; Troy (MI); On-site; USD 48,000 - 64,000; Full time

Job summary

Card Network is seeking a Merchant Services Specialist to join our team. You will act as the primary contact for merchants, supporting payment processing platforms, POS systems, and gateways while resolving technical issues and inquiries.

The role emphasizes a customer-first mindset, strong communication, and the ability to educate merchants on secure, efficient transactions across various payment channels.

Qualifications

• 1–3 years of experience in customer service.
• 1–3 years in merchant services or financial services (preferred).
• Strong understanding of credit card processing, POS systems, and e-commerce platforms (preferred).

Responsibilities

• Respond to merchant inquiries by phone, email, or chat and resolve issues promptly.
• Maintain detailed client records and service notes in CRM.
• Assist with deposits and account updates.
• Monitor chargebacks and dispute resolutions.
• Troubleshoot POS, ecommerce gateways, and terminal setups.
• Educate merchants on best practices for secure transactions and fraud prevention.
• Document issues and solutions for internal knowledge bases.
• Support merchants with payments systems, integrations, and transaction questions.

Skills

Customer service

Communication

Problem solving

Tools

CRM systems

POS systems

Payment gateways

Merchant accounts

Job description

Are you passionate about financial technology, payment solutions, and helping businesses grow? We’re looking for a Merchant Services Specialist to join our team

This position requires strong communication skills, a customer-first mindset, and knowledge of payment processing platforms and systems. The Specialist serves as the main point of contact for merchants, ensuring smooth ongoing account support and resolving technical issues related to payment processing, point-of-sale (POS) systems, online payment gateways, and merchant accounts.

Key Responsibilities:

• Completing various client maintenance requests (example: demographic changes, bank changes, account updates)
• Assisting with deposits/reconciling
• Monitor and assist with chargebacks and dispute resolutions
• Entry-level troubleshooting of issues related to POS systems, ecommerce payment gateways, terminal setups, and merchant accounts.
• Maintain detailed client records and service notes in CRM systems
• Handle incoming inquiries via phone, email, or chat and resolve issues promptly
• Provide support to merchants via phone, email regarding payment systems, terminals, integrations, and transaction issues.
• Monitor and resolve support tickets in a timely and efficient manner while maintaining high levels of customer satisfaction.
• Document common issues and solutions for internal knowledge bases.
• Educate merchants on best practices for using systems, fraud prevention, and maintaining secure transactions.

Qualifications:

• 1-3 years of experience in customer service
• 1–3 years of experience in merchant services, payment processing, or financial services (preferred)
• Strong understanding of credit card processing, POS systems, and e-commerce platforms (preferred)
• Excellent communication and interpersonal skills }