"Alerted.org

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.

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

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Compensation Range:

$57,000 - $113,000 Annual Salary

The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.  Colleagues in this position are also eligible to participate in an applicable incentive compensation plan.  In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.