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Merchant Services Customer Specialist I - 3DGQY in Williamsville, NY at M&T Bank

Date Posted: 1/29/2018

Job Snapshot

Job Description

Title: Merchant Services Customer Specialist I                     
Basic Function: Act as the primary customer service contact for in-bound customer / client calls solving problems and answering inquiries for all merchant services' products, utilizing excellent oral and written communication skills. Or support Implementation/Servicing staff by performing verification of packages submitted for onboarding.
Position Responsibilities: • Verifying the documentation and set-up of Merchant deals submitted for onboarding and reviewing maintenance submitted for the existing portfolio; facilitating corrections as needed.
• Managing merchant agreements/documentation in Kofax/TMAH and ensuring all documents are properly stored in our electronic systems
• Receive incoming customer client calls using excellent customer service and telephone skills. 
• Answer inquiries and resolve customer issues for all cash management and merchant services’ products.
• Uses related software, mainframe applications, and appropriate documentation to answer inquiries. 
• Work directly with external business and corporate customers, product managers, sales representatives and Merchant Services operational staff to resolve product issues, customer problems and more complex inquiries.
Nature and Scope: Merchant Customer Service encompasses direct support of the following: Merchant customers, Merchant operations, Merchant sales and product management, branches, Commercial Bank regional customer service, and relationship managers.
Minimum Qualifications Required:
• Associate’s degree or equivalent work experience. 
Ideal Qualifications Preferred: • Merchant Customer Service experience.
• Demonstrated mastery of all Merchant products and ability to meet either the customer service or monitoring requirements.
• Extensive personal computer skills a must. 
• Mastery of all related software programs and mainframe applications.
• Completion of the entire Merchant training program.
• Demonstrated ability to interact and build rapport with all Cash Management & Merchant customers. 
• Proven troubleshooting and problem solving capability required.
• Must be flexible with the ability to interact with clients, peers and management in a professional manner. 
• We encourage candidates with relevant military experience to apply. 
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.