White-Glove Merchant Support Specialist

Select Bankcard; Lehi (UT); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid time off

Onsite gym

Monthly massages

Private offices

Break room

Arcade games

Golf simulator

Ping pong

Pickleball court

Soda machines

Company events

Job summary

Select Bankcard in Lehi, Utah, is hiring a Merchant Support Specialist for a full-time, in-office role. You will be the first contact for merchants, handling phone and email inquiries and guiding users through payment processing tools.

The position emphasizes outstanding customer service, detailed account management, and collaboration with risk, underwriting, and technical teams to resolve issues promptly.

Qualifications

• One year of customer service or support experience preferred.
• Strong verbal and written communication skills.
• Comfortable assisting customers over the phone and through email.
• Strong problem-solving and organizational skills.
• Detail-oriented with a strong sense of ownership and follow-through.
• Ability to learn new systems, processes, and payment-processing terminology.

Responsibilities

• Respond to inbound phone calls and emails from merchants, sales agents, and internal departments.
• Provide white-glove support by taking ownership of merchant questions and issues through resolution.
• Educate merchants on account functionality, payment processing, transaction types, and equipment use.
• Assist with funding questions, batch activity, deposit reconciliation, and other account-related inquiries.
• Review merchant processing statements and help merchants understand fees, transactions, and account activity.
• Provide basic terminal troubleshooting and assist with common processing issues.
• Assist with basic underwriting questions and outstanding account requirements.
• Set up approved merchant accounts and coordinate account activation.
• Program and deploy payment processing equipment as needed.
• Coordinate with Risk, Underwriting, Technical Support, and other internal departments when additional assistance is needed.
• Translate payment-processing information into clear, easy-to-understand explanations for merchants.
• Document merchant interactions and maintain accurate account notes.
• Create and maintain knowledge-base articles and departmental procedures.
• Support additional Merchant Support projects and initiatives as needed.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Detail-oriented

Ownership

Team player

Basic computer skills

Job description

Select Bankcard in Lehi, Utah, is hiring a Merchant Support Specialist for a full-time, in-office role. You will be the first contact for merchants, handling phone and email inquiries and guiding users through payment processing tools.

The position emphasizes outstanding customer service, detailed account management, and collaboration with risk, underwriting, and technical teams to resolve issues promptly.