Serve as the primary point of contact for assigned merchants using CardConnect or BluePay gateway technology and/or merchant services.
Expedite completion of key merchant services tasks, including account updates, interchange analysis and Tier 1 gateway troubleshooting.
Respond to client inquiries via email, phone, online presentations, screen-sharing sessions and in-person meetings, ensuring timely and accurate follow-up.
Develop and maintain trusted advisor relationships with client stakeholders and executive sponsors to support retention and growth.
Monitor and analyze client usage of CardPointe and related solutions to identify trends, adoption opportunities and potential issues.
Partner with integration and sales teams to onboard new merchants as they move into production on the CardConnect gateway, ensuring a smooth transition.
Maintain current knowledge of the payments industry and CardPointe capabilities through continuous learning and collaboration with internal product managers.

3+ years of experience in relationship management, account management or customer service supporting external clients, preferably in a technology or financial services environment.
Experience troubleshooting and triaging client issues, including gathering details, replicating problems and coordinating resolutions with technical teams.
Demonstrated ability to manage multiple priorities simultaneously with strong attention to detail and follow-through.
Proficiency with Microsoft Office Suite (Outlook, Excel, Word and PowerPoint) or similar productivity tools.
Bachelor’s degree in business, finance, information systems or a related field, or equivalent combination of education, related experience and/or military experience.
Experience supporting merchants or clients in the payments industry, including card-present and card-not-present transaction flows.
Familiarity with CardPointe, CardConnect, BluePay or similar payment gateway and merchant acquiring platforms.
Experience working with large national or enterprise-level clients with complex account structures or integration requirements.

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.

Client Support Tier 2

Key skills