Merchant Client Support Specialist I

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Serve as a single point-of-contact for any service related inquiries, including: technical, operational, product, service, or training support to internal and external merchant services clients related to their merchant relationship, point-of-sale system, or banking relationship. Deliver a Perfect Client Experience (PCE) for all inquiries or requests. Identifying client needs to open/refer products and services and provide first-level technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 
1. Deliver high quality service while maintaining required performance standards with an emphasis on one call resolution.
2. Provide both internal and external client support for all merchant related inquiries.
3. Provide technical troubleshooting to identify and resolve point-of-sale system issues.
4. Conduct client training and awareness to ensure the client knows how to operate their point-of-sale system and ensure they understand all aspects of their merchant relationship with the Bank.
5. Perform and log requested account maintenance and changes in a timely manner.
6. Complete the appropriate documentation to update account information, close accounts, conduct rate reviews, etc.
7. Develop and maintain a comprehensive knowledge of all applicable point-of-sale hardware and software solutions, third-party Value Added Reseller (VAR)/Independent Software Vendor (ISV) applications, payment gateway solutions, connectivity options and all other payment-related applications.
8. Perform a needs analysis with each client to ensure they are in the correct solution, that all of their payment processing needs are being met, and that all client concerns are being addressed.
9. Escalate all risk related or high client impact issues to the appropriate channel to ensure issues are being resolved in a timely and effective manner.
10. Facilitate and manage communication with 3rd-party vendors, internal teammates, and the client to ensure all issues or questions are addressed and the client is satisfied to mitigate client attrition.
11. Build terminal profiles and assist merchants with necessary software downloads while also providing the necessary client training.
12. Research and complex more complex maintenance requests.
13. Conduct proactive retention strategies, including initiating Welcome Calls to new merchants
14. Work special projects, including the management of client escalation issues.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Associate’s degree in Business, Finance, Marketing, Computer Science, or a related field or equivalent education and related training
2. 1 year of demonstrated high performance as a MS Client Support Specialist I

3. Excellent verbal and written communication skills
4. Strong interpersonal skills
5. Ability to work independently with minimum supervision in a detail-oriented environment
6. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple internal and external systems
7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
8. Ability and willingness to work a flexible schedule/overtime, as needed and to travel occasionally overnight

Preferred Qualifications:
1. Bachelor’s degree in Business, Finance, Marketing, Computer Science, or a related field or equivalent education and related training
2. Prior Bank experience or experience in the Merchant Services Industry
3. Previous experience with Merchant Systems including Total Systems Services (TSYS), Merchant Management System (MMS) and Merchant Connection.

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting/Standing/Walking/Bending/Lifting
þ      Sitting (if checked, indicate frequency)
                           Constantly (More than 50% of the time)
☐       Standing (if checked, indicate frequency)
                           Choose an item.
☐      Walking (if checked, indicate frequency)
                        Choose an item.    
☐      Bending (if checked, indicate frequency)
                        Choose an item.
þ      Lifting (if checked, indicate pounds)
                           Up to 10 lbs.

þ   Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
þ   Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
þ   Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
þ   Travel (Must select one)
Minimal and up to 10%

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.