Merchant Services Service and Implementation Specialist - Linga

Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are united in delivering the best experience for our customers and foster an inclusive workplace culture where all employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Merchant Services Service and Implementation Specialist within PNC's Linga organization, you will be based in Naples, FL.

The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis.

As a Merchant Services Service and Implementation Specialist, you will ensure a seamless and positive experience for our members by providing exceptional customer service and account management. From pre-approval through terminal deployment and initial transactions, you will serve as the primary point of contact for merchants, resolving technical issues related to hardware and guiding them through successful onboarding. You will also act as the subject matter expert for product, account, and service-related inquiries, ensuring accounts achieve PCI compliance through surveys and scans.

• Manage key accounts and client relationships while identifying opportunities for growth.
• Oversee PCI compliance, ensuring customers meet requirements within the first 90 days.
• Handle service ticket requests and maintain accurate internal reporting and ticketing systems.
• Identify process improvement opportunities and maintain up-to-date client demographic tracking.
• Provide technical support for POS debit and credit terminal hardware/software.
• Communicate effectively with merchants, agents, partners, and internal teams via phone, email, and other channels.
• Organize and prioritize multiple tasks in a fast-paced environment while meeting deadlines.
• Ensure confidentiality and compliance with company policies.
• Implements moderately complex new products and services for clients, including analyzing requirements, gathering deliverables, and performing implementation maintenance.
• Utilizes data provided from sales and/or sales support to establish or update client-specific information and coordinates data for pre-implementation validation.
• Analyzes, assesses and documents client requirements while adhering to established processes; verifies implementation work done by other staff.
• Escalates or addresses challenges and may train clients on products and/or services to ensure positive ongoing client experiences.
• Manages multiple implementations simultaneously; reports and drives progress relative to service level performance; participates in stakeholder meetings.

• Experience in customer service; payments industry experience preferred.
• Strong communication skills for client interactions and internal collaboration.
• Ability to work under pressure, prioritize tasks, and manage multiple projects.
• Advanced problem-solving and analytical skills; sales and negotiation experience a plus.
• Proficiency in Microsoft Office and general office equipment.
• Familiarity with PCI compliance processes and POS systems preferred.
• Project management mindset with a solution-oriented approach.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• Implements moderately complex new products and services for clients, including analyzing requirements and gathering deliverables, performing maintenance on existing client profiles and maintaining client-specific operating procedures. May provide sales or consultative support to clients in selected deals.
• Utilizes data from sales/sales support to establish or update client-specific information and coordinates data for pre-implementation validation.
• Analyzes and documents client requirements while adhering to established processes and verifies implementation work.
• Escalates or addresses challenges and may train clients on products and/or services.
• Manages multiple implementations and facilitates internal and external stakeholder meetings.

• PNC offers a comprehensive range of benefits, including medical/dental/vision coverage, life insurance, disability protection, 401(k) with match, pension and stock purchase plans, dependent care, educational assistance, and wellness programs. Vacation, holidays, and leave provisions vary by eligibility and career level.
• Disability Accommodations:
  If an accommodation is required to participate in the application process, contact  with the job  preferred contact method. A toll-free number is available for accommodation assistance.
• Equal Employment Opportunity (EEO): PNC provides equal employment opportunity regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other protected categories. This position may be subject to FDIA, SAFE Act, and FINRA requirements where applicable.

Note: California Residents should refer to the California Consumer…