Client Services Manager

Service First Processing is seeking an experienced Client Services Manager to support our merchants and partner network. This role serves as the primary point of contact for existing customers, handling account questions, support requests, PCI compliance assistance, account maintenance, and issue resolution. The ideal candidate has merchant services experience, enjoys helping customers, and can effectively work with Sales, Operations, Underwriting, and Risk teams to deliver an exceptional customer experience. This is primarily a customer support, client retention, and operations support role. Experience in the payments industry is strongly preferred.

Key Responsibilities

• Respond to merchant and partner phone calls, emails, and support requests.
• Support existing merchant accounts and maintain strong customer relationships.
• Assist merchants with:
• PCI compliance enrollment and annual renewals
• ACH rejects and funding inquiries
• Statements, batch reports, and account maintenance requests
• Bank account changes
• Gateway access and password resets
• Equipment requests and terminal support
• Manage help desk tickets and ensure issues are resolved promptly.
• Support Sales with merchant applications, underwriting requests, and account maintenance.
• Work closely with Operations, Risk, and Underwriting teams to resolve merchant concerns.
• Assist with account retention efforts and cancellation requests.
• Contact former merchants to explore reactivation opportunities.
• Maintain accurate CRM notes and support documentation.
• Follow up proactively to ensure issues are resolved and customers remain satisfied.

QualificationsRequired

• 3+ years of experience in merchant services, payment processing, fintech, banking, or a related support role.
• Strong customer service and relationship-building skills.
• Experience supporting existing customers and resolving account issues.
• Knowledge of merchant processing terminology and operations.
• Strong organizational, communication, and follow-through skills.
• Experience working with CRM and ticketing systems.

Preferred

• PCI compliance experience.
• Experience handling ACH rejects, funding inquiries, and merchant maintenance requests.
• Familiarity with payment gateways, merchant portals, and virtual terminals.
• Knowledge of underwriting, risk, and merchant onboarding processes.

What Success Looks Like

• High customer satisfaction and retention.
• Timely resolution of merchant support requests.
• Strong support of Operations and Sales teams.
• Accurate CRM documentation and ticket management.
• Successful retention and reactivation of merchant accounts.
• Consistent follow-through and communication.

If you have merchant services experience, enjoy helping customers, and want to play a key role in supporting and retaining merchants, we'd love to hear from you.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Boynton Beach, FL 33435