Description

Summary:

Responsible for the workflow management, escalation support, reporting, and team member training and mentorship of a Client Service team that establishes and delivers an optimal and consistent client experience. Additionally assist the Client Service Manager in interactions with various internal sales and operations channels and external third-party service providers.

Duties and Responsibilities:

• Ensure appropriate distribution of workload to service agents and that the team’s service level agreements are met.

• Resolve client escalations, identify root causes, and implement operational improvements to prevent future issues. Identify processing and Interchange qualification issues and advise merchants on chargebacks, billing, and funding investigations.

• Provide team members the daily guidance, training, and support necessary to be successful in their roles and assist in building a client service and escalation team that delivers an optimal client experience.

• Review statements and fees, reprice accounts, perform account maintenance, facilitate payment card industry (PCI) compliance conversations, and assist with other inquires as needed.

• Answer product questions related to point of service (POS) terminal products and gateways and value-added resellers (VARS).

• Assist in developing and managing client activation and client retention programs.

• Develop and report on key success metrics.

• Maintain expertise in industry trends, regulatory, and compliance requirements to support internal teams and clients.

• Performs other duties as assigned.

Basic Qualifications:

• Bachelor’s Degree

• Minimum 5 years of experience in merchant services, or related industry.

• Prior team lead or management roles in client service, operations, vendor management, and client escalation resolution.

Preferred Qualifications:

• Strong analytical and problem-solving skills, with the ability to manage quantitative analysis.

• Excellent communication skills, with experience delivering executive-level presentations and interacting with partners and clients.

• Collaborative team member with a track record of building effective relationships with both internal and external partners.

• Client-focused with a drive to resolve inefficiencies and manage change effectively.

• Thorough knowledge of various software programs including Word and Excel, Salesforce, and the ability to quickly learn additional systems/software.

• Proficient in program and project management with strong organizational abilities.

• Complaints management and root cause analysis in a large, complex financial institution.

Expectation is for this role to become Hybrid within 6-9 months of start date

#LI-MH1

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Remote

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

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Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position