Description

Summary:

Serves as a key escalation point for resolving complex client servicing issues, providing expert-level support throughout onboarding and ongoing account management by analyzing statements, repricing accounts, resolving billing and funding inquiries, and guiding clients through PCI (payment card industry) compliance. Additionally, responsible for providing technical support for POS (point of service) terminals, gateways, and VAR (value added resellers) integrations to ensure a seamless client experience, as well as playing a critical role in client activation, retention, and revenue protection initiatives.

Duties and Responsibilities:

• Resolve complex client issues by managing high-level client servicing escalations across multiple workflow channels, ensuring a consistent and exceptional client experience. Provide expert support during the onboarding of new relationships and ongoing servicing of existing accounts.
• Provide client advocacy and education by resolving escalated inquiries, identifying root causes, and proactively educating clients on best practices, system usage, and issue prevention.
• Provide advanced technical support for point-of-sale (POS) terminals, payment gateways, and value-added reseller (VAR) integrations, ensuring clients receive timely and accurate technical guidance.
• Analyze statements and fees, reprice accounts, perform account maintenance, and facilitate PCI compliance discussions. Advise clients on chargebacks, billing discrepancies, and funding investigations.
• Work closely with Sales, Operations, and third-party service providers to deliver a seamless and coordinated client experience across all touchpoints.  
• Build strong partnerships with internal teams and clients to support critical onboarding and activation processes, ensuring smooth transitions and early-stage satisfaction.
• Contribute to client retention and revenue protection initiatives by delivering high-impact service and identifying opportunities for account optimization.
• Perform other duties as assigned, contributing to team goals and continuous improvement efforts.

Basic Qualifications:

• Bachelor’s Degree
• Minimum 5 years’ experience in merchant services or related industry

Preferred Qualifications:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to prioritize, manage time, and multitask effectively.
• 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.
• Advanced expertise in back-office operations, including interchange qualification analysis, ACH reject resolution, and execution of compliance-related projects, ensuring accuracy, regulatory alignment, and operational efficiency.
• Knowledge of various third-party gateway and payment processing platforms.
• Experience with Clover products and platforms.

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

Workplace Type:

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:

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.