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Posted: Monday, July 3, 2017 12:39 AM

Title: Merchant Customer Service Specialist IM&T Merchant Services is a core service for our business clients when it comes to card payment processing. As a leader of merchant card processing in our footprint the Merchant Customer Service (MCS) Team is pivotal in providing servicing to M&T's merchant portfolio of 16,000 merchant locations. M&T offers credit card acceptance to Commercial Clients, Business Banking Clients, and Retail Clients. The MCS team services both external and internal customers via phone and/or email. Servicing of merchants often times requires further research and follow-up with the client; therefore, the issue is not always resolved on the initial call. The MCS team must be able to gather data from various sources in order to resolve complex issues that may arise with a merchant customer. These types of issues require organization skills and time management skills as regular calls and emails will continue to come in. 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. 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. Essential Position Responsibilities: * Responsible for the merchant services phone queue using the Aspect Phone System for all incoming merchant calls and must ensure that service levels are met on consistent basis. * Review merchant statements and explain the rates and fees assessed to the merchant each month. * Review batch and transaction history to ensure the merchant is properly paid for their credit card processing. * Review incoming chargebacks with merchants and advise what documentation can be used to dispute the chargeback with the issuer's bank. * Explain to merchants why chargebacks were lost and what the merchant can do to protect themselves against chargebacks in the future. * Assist with terminal troubleshooting. * Assist with upgrading terminal equipment including discussing pricing with the merchant and determining which terminal to offer to the merchant. * Assist merchants with EMV upgrades including EMV-capable terminals and/or EMV software. * Attend priority escalation calls for merchant customers. * Explain to merchants what PCI Compliance is and how M&T's PCI Advance program can help them achieve compliance. * Assist merchants with accessing the Access One Reporting tool as well as navigating within Access One to pull statements and review batch history. * Assist with changes to merchant information such as updating addresses, phone numbers, checking accounts, etc. * Refer customers requesting new merchant accounts to the appropriate sales area. * Set up mobile (smartphone) processing accounts. * Special projects as assigned by management (calling campaigns, system updates, customer mailings, etc.). * Assist with merchant account closures. Minimum Qualifications Required: * Associates degree, or in lieu of a degree a minimum of two (2) years work experience. * Demonstrate mastery of all Merchant products and meet all customer service and monitoring requirements. * Extensive personal computer skills a must. Ideal Qualifications Preferred: * Bachelor's Degree preferred. * One year of customer service experience preferred. * One year of Merchant Services experience strongly preferred. * Mastery of all related software programs and mainframe applications preferred. * Demonstrated ability to interact and build rapport with all 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. Job Posting: May 16, 2017, 9:32:22 AM Unposting Date: Ongoing


• Location: Buffalo

• Post ID: 27786038 buffalo is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017