Merchant Support Specialist

SUMMARY

At Select Bankcard, we work every day to build trusting relationships with our merchants, partners, and employees. We’re a full-service payment technology provider in Lehi, UT, and we’re growing! In the Merchant Support position, we are looking for a motivated, customer-focused professional to join our team and grow with us. This job is full time and onsite in Lehi, UT.

WHY WORK AT SELECT BANKCARD?

Select Bankcard cares about our employees. You can see this in our industry-leading benefits, including 100% paid health and dental insurance; you can hear about it in our Glassdoor Reviews. We’ve been in this business for over a decade, and a big factor in our success has been the relationships we have with our team members. We know that you have a life outside of work, and we do everything we can to support it. You’ll have the opportunity to expand your skill set and directly impact the company. Plus, we’re growing rapidly, and there are lots of opportunities for growth here!

WHAT IS MERCHANT SERVICES?

Basically, Select Bankcard helps businesses process payments, including credit cards, debit cards, ACH, and gift cards. From start to finish, we do everything to facilitate our merchant’s payment processing capabilities, from processing their applications, setting up their account, supplying them with equipment to process transactions, performing account changes, troubleshooting product issues, maintaining risk, and handling disputes. We provide innovative systems and technologies while utilizing cutting-edge business practices and strategies to simplify and improve the lives of our customers.

COMPENSATION AND BENEFITS

The Merchant Support Specialistposition offers an annual salary of $42,000. We provide excellent 100% company paid health and dental insurance (for you and your dependents) with monthly employer contributions to an HSA, paid holidays, competitive paid time off, paid parental leave, an onsite gym, and monthly massages. Plus, our offices are great! Everyone has private offices and we have a fully stocked break room, arcade games, a golf simulator, ping pong tables, a pickleball court, and soda machines in office. We also get together for several company-paid events per year.

THE JOB

The Merchant Support Specialist serves as the first point of contact for our merchants and is responsible for providing a high level of personalized, white-glove support. This role focuses on helping merchants understand their accounts, resolve day-to-day questions, and feel confident using their payment processing services.
This is a full-time, in-office position in our Lehi Utah office, Monday through Friday from 9:30 AM–6:30 PM. Merchant Support Specialists spend a significant portion of their day assisting merchants by phone and email and are expected to take ownership of requests through resolution.

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

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
• Ability to learn new systems, processes, and payment-processing terminology
• Detail-oriented with a strong sense of ownership and follow-through
• Ability to work well in a fast-paced, team-oriented environment
• Basic computer proficiency
• Merchant services, banking, or technical support experience is a plus, but not required