Make a real impact for merchants by helping them keep their payments running smoothly. In our Merchant Services Solution Center, you will be the voice merchants trust when they need answers fast. You will troubleshoot issues, resolve inquiries, and guide clients with confidence and care. We invest in your development through ongoing skills training and growth opportunities. Join a team where collaboration and service excellence are how we win.
As a Merchant Services Account Specialist in Merchant Services Solution Center within Client Onboarding & Service, you help merchants by delivering exceptional, phone-based support and practical solutions. You work with us to troubleshoot payment processing and technical issues, answer account and transaction questions, and create positive client experiences. You build your expertise through continuous learning while contributing in a fast-paced, team-oriented environment.
Job responsibilities
- Answer merchant calls and drive first-contact resolution.
- Gather, analyze, and document key information from merchant interactions.
- Resolve merchant issues accurately and promptly while following policies and procedures.
- Follow up on merchant inquiries in a timely manner and close the loop on next steps.
- Troubleshoot technical problems, identify root causes, and recommend workable solutions.
- Review transactions, deposits, statements, and account information to research and resolve inquiries.
- Maintain current knowledge of products, equipment, features, and services.
- Meet or exceed performance expectations aligned to the metrics scorecard.
- Escalate issues that cannot be resolved within service expectations or that may create risk for the merchant or the firm.
- Partner with internal teams to coordinate timely resolutions for merchant inquiries.
- Demonstrate strong teamwork through a professional, positive, and supportive approach.
Required qualifications, capabilities, and skills
- Bilingual proficiency in English and French.
- Strong verbal and written communication skills.
- Ability to multitask, stay organized, and manage competing priorities.
- Comfort working independently with minimal supervision.
- Flexibility to work effectively in a dynamic, fast-paced environment.
- Working knowledge of Microsoft Office, including creating and using spreadsheets.
- Willingness to work in a role that is 100% phone-based customer interaction.
- Willingness to work schedules during operating hours, including evenings, bank holidays, and weekends (shifts may run up to 1:00 a.m.).
- Willingness to work in the office 4 days per week.
Preferred qualifications, capabilities, and skills
- Customer service experience.