Merchant Services Support Officer

Overview

Invest In You! 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. 

Responsibilities

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.

Treasury Management

• 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.

Qualifications

• 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 web-based platforms.
• Understanding of banking operations, products, policies, procedures, and applicable regulatory and compliance requirements.
• Ability to interact professionally and effectively with clients, employees, vendors, and business partners.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive customer and business information.
• Experience in credit card processing, merchant services, or e-commerce is preferred.
• Bilingual (Spanish) skills are a plus.
• Ability to travel to customer locations; valid driver's license and reliable transportation required.

Why Join Us: 

• Community Impact: Be part of a local bank deeply rooted in community values, contributing to the growth and prosperity of our neighborhoods.
• Innovation: Embrace a dynamic and evolving work environment that encourages fresh perspectives and continuous learning.
• Career Growth: Unlock future opportunities for personal and professional development as you navigate through our Pathways for Success.
• Celebration of Success: Join a team that values and celebrates individual and collective achievements.
• Work Life Balance: No early mornings or late nights, enjoy a predictable schedule with major holidays off.
• Great Employee Benefits that start on the 1st of the month after your hire date!
  • 401(k) with company match 
  • Up to 20 hours of paid vacation after 6 months
  • 401(k) with company match
  • Tuition reimbursement
  • Medical, dental, and vision coverage
  • Paid vacation and more!
• Part-Time:
• Full-Time:

Equal Opportunity Employer/Veterans/Disabled 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

Reasonable Accommodation

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at 414-761-1610 or hr2@tcnb.com

(**Must be 21 to enroll in 401(k), and must work an average of 20+ hours per week in order to be eligible for paid vacation.)