Merchant Services Support Officer

Merchant Services Support Officer

Tri City National Bank is not just a bank; it's your community banking partner, deeply committed to prioritizing customers, building strong relationships, and fostering a sense of belonging. Our team-oriented environment offers exceptional opportunities for personal and professional growth, celebrating success, and providing excellent benefits along the way. We believe in unparalleled customer service and the right banking solutions to help fulfill financial dreams and contribute to community growth.

The Merchant Services Support Officer delivers high-quality relationship management and customer service by supporting all Merchant Services, Remote Deposit Capture, and Cash Management products, as well as handling document preparation and processing. This role is also responsible for Business Products and Services offered through Business Digital Banking and maintaining comprehensive knowledge of all business products. This position is in office at our Operations Center located in West Allis, WI.

Merchant Services

• Provide extraordinary client service to merchants via on-site visits, inbound phone calls, email, or chat.
• Provide extraordinary service and sales support to agents and partners.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
• Answer merchant questions and resolve customer support issues related to billing, account management, and troubleshooting.
• Assist with the installation of equipment and services for merchants.
• Establish and maintain client relationships by setting up, servicing, and supporting merchant services products and solutions.
• Handle client issues by providing timely information and options for resolution, ensuring prompt and appropriate responses to reasonable requests.
• Develop and maintain client relationships, identify client requirements, and recommend appropriate solutions.
• Respond to customer inquiries regarding merchant services products, services, and credit card processing activities.
• Maintain up-to-date knowledge of merchant services products, services, pricing, and industry trends.
• Thoroughly document client interactions and work performed using applicable ticketing and tracking systems.
• Collaborate with internal teams and third-party vendors to support service delivery, issue resolution, and implementation activities.
• Identify opportunities to improve and streamline service delivery for greater efficiency and client satisfaction.
• Maintain knowledge of all regulatory and compliance requirements related to company policies and procedures.

• Support cash management discussions by identifying client needs and explaining product features and benefits.
• Proactively reviews client relationships to identify deposit and cash management solutions, cross-sell opportunities, and assist in closing sales.
• Supports client retention, revenue growth, portfolio quality, fee income, cross-sales, referrals, and client satisfaction through treasury management solutions.
• Train bank employees on treasury management products, services, policies, and procedures.
• Provides treasury management support by reviewing documentation for accuracy and monitoring exceptions.
• Maintains up-to-date knowledge of cash management products, services, and pricing to remain competitive.
• Collaborates with internal teams and third-party vendors on modifications and implementations related to treasury management services.
• All other duties as assigned.

• Associate's or Bachelor's degree preferred; equivalent experience in banking, treasury management, merchant services, sales, or related financial services may be considered.
• 3-5 years of banking, treasury management, merchant services, or related financial services experience.
• Strong knowledge of Cash Management products and services, including Business Online Banking, Mobile Banking, Remote Deposit Capture, ACH, Bill Pay, Positive Pay, and Wire Transfers.
• Proven experience managing client relationships and utilizing CRM systems.
• Excellent verbal and written communication skills with a strong customer service orientation.
• Strong analytical, problem-solving, organizational, and time management skills with exceptional attention to detail.
• Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and comfortable learning new software applications and…