Merchant Services Specialist I – On-Site Support & Training

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

Job summary

TowneBank is seeking a Merchant Services Representative I for the Suffolk Market. This role provides implementation and training support to new and existing merchants and serves as an escalation point for customer service.

The position emphasizes strong communication, onboarding expertise, and banking software knowledge. It is on-site, full-time, with a compensation range of $45,000–$55,000 depending on experience and market conditions.

Qualifications

• Strong listening, verbal, and written communication skills.
• Excellent interpersonal skills—patience, understanding and empathy for the customer.
• Team player; results-driven, data-gathering problem solver.
• Driven to dig into the details of an issue or process to solve member problems.
• Proactive and takes ownership of tasks and issues and follows through to resolution.
• Extensive experience within the merchant industry.
• 3+ years of banking experience.

Responsibilities

• Maintain an in-depth understanding of the software and equipment members are using.
• Assist merchants with the implementation of third-party software.
• Educates customers on product functionality and value to increase the level of satisfaction and success members experience.
• Act as the point of escalation for customer service inquiries.
• Work with the members to solve complex onboarding and integration issues.
• Ensure that obstacles during the onboarding process are handled, either directly or by bringing to the attention of management.
• Stay abreast of product and systems developments.
• Researching, troubleshooting, and resolving issues for our members POS systems.
• Provide merchant documentation to processor including research requests, cost analysis and bid requests, equipment orders, coding requests, and account maintenance forms.

Skills

Communication skills

Customer service

Problem solving

Organization

Technology aptitude

Education

Bachelor’s Degree

Tools

Excel

PowerPoint

Word

Outlook

Adobe

Job description

TowneBank is seeking a Merchant Services Representative I for the Suffolk Market. This role provides implementation and training support to new and existing merchants and serves as an escalation point for customer service.

The position emphasizes strong communication, onboarding expertise, and banking software knowledge. It is on-site, full-time, with a compensation range of $45,000–$55,000 depending on experience and market conditions.