Technical Support Officer, Merchant Services

Position Overview:

Technical Support Officer, Merchant Services is responsible for overseeing the merchant onboarding process, providing support in the deployment and maintenance of Point-of-Sale (POS) terminals and devices. This role involves liaising with merchants to address technical issues and ensure that service needs are met efficiently. 

As a key member of the Merchant Services Unit and various Business teams, the Officer plays a crucial role in understanding client needs and monitoring competitive data. Insights gathered are expected to be communicated to Management to maintain the organization's leadership position within the industry. 

Key Responsibilities:

• Complete merchant onboarding by deploying devices. 
• Install and service merchant terminals (including branch devices). 
• Assist with merchant queries and technical issues in alignment with Service Level Agreements and business standards. 
• Train merchants in the use of Point-of-Sale terminals. 
• Escalate complex issues to the Senior Technical Support & Relationship Officer.
• Ensure merchant locations display card decals appropriately. 
• Maintain accurate merchant files and records. 
• Monitor the Fraud Control Tool via Web Suite. 
• Upload daily settlement files for AMEX and EPX. 
• Coordinate directly with IT to resolve settlement file errors. 
• Perform scheduled checks on merchant devices. 
• Provide 24-hour on-call technical assistance to merchants. 
• Log all technical issues and customer complaints. 
• Complete service maintenance forms for all maintenance performed or new services.
• Support management in market research and gathering information on new products and devices. 
• Identify and recommend process improvements. 
• Actively promote Merchant Services products to existing and prospective business customers during customer visits. 
• Assist with daily entries and postings. 
• Ensure inventory is accurately logged prior to deployment and upon receipt of returned devices. 

Minimum Qualifications & Experience:

• Associate’s degree in business management, business administration, or equivalent, plus one (1) to four (4) years of banking experience, preferably including card acquiring and/or issuing. 
• Strong organizational skills, including effective time management. 
• Knowledge of banking laws, association rules and regulations, including GRMS.
• Strong oral and written communication skills. 
• Excellent professional etiquette and interpersonal skills. 
• Strong analytical abilities with keen attention to detail. 
• Ability to work well under pressure. 
• Proficient in Microsoft Office (Word and Excel). 
• Familiarity with bank reporting software. 
• Willingness to be flexible and multitask effectively. 
• Ability to work independently and as part of a team. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!