Merchant Services Supp Spec

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

The Merchant Services Support Specialist is strategically aligned with the Merchant Consultants to deliver a cohesive, first-class experience for the onboarding, training, and continued care of Old Nationals business clientele. The MS Support Specialist coordinates key functionality between the vendor, Old National, and Old National's business clientele.

Salary Range

The salary range for this position is $17.00/hr - $27.50/hr. The base salary indicated for this position reflects the compensation range applicable to all levels of the role across the United States. Actual salary offers within this range may vary based on a number of factors, including the specific responsibilities of the position, the candidate's relevant skills and professional experience, educational qualifications, and geographic location.

Key Accountabilities

Onboarding and Training:

Validate completeness and accuracy of applications, including proper storage of both applications and supporting documentation.
• Collaborate with Vendor's underwriting department for approvals.
• Request credentials and tear sheets, tracking, build welcome email/kit.
• Perform Merchant outreach for welcome, onboarding, and training (including vendor systems and reports)
• Monitor activity on new Merchant accounts.
• Present product demonstrations
• Keys strategic partner applications
• Coordinate all onboarding and training items with all parties, including but not limited to Merchant, Merchants staff, Vendor, and Consultant.

Maintenance and Issue Monitoring:

• Collaborate with Vendor Loss Prevention in Large Ticket Verification, KYC documentation, NGO forms, 1099 requests, funding delays, monetary reserves, fraud monitoring and fraud recovery, DDA corrections, breach prevention, education, and ancillary requests. This includes a significant amount of current Merchant outreach.
• Collaborate with Vendor Underwriting in DDA adjustments, SIC Code adjustments, processing limit increases, LOCs, account reopening, processing environment validations and adjustments, entity change requests, and ancillary requests.
• Collaborate with Vendor for maintenance requests including, but not limited to, pricing changes, DBA & DDA Changes, Assumption Agreements, Add equipment requests, seasonal opening and closing of accounts, CCO enrollment, PCI Chaining requests, statement chaining requests, Chargeback assistance, and ancillary requests.
• Assist Merchants with inbound requests on Point of Sale troubleshooting, special event requests, coordinates pricing inquiries with consultant, funding inquiries, statement and batch/report location assistance, logging issues, general research, and ancillary requests.
• Facilitate coordination with 3^rd party entity gateways and Point of Sale companies for all items from onboarding, to troubleshooting, to maintenance.
• Collaborate with Vendor Website Review and our Merchants to ensure that our Merchants are compliant with US ecommerce regulations and Vendors security standards.
• Consult with Vendor, and counsel Merchant regarding Cash Discounting and Surcharging Programs to ensure our Merchants are in alignment with, and following Federal regulations and Card Brand requirements.
• Audit all paperwork received from Consultants to ensure it is accurate and up-to-date.
• Monitor the Merchant Services 800 line and Support Inbox, fielding calls and emails for new account requests, recognizing fraudulent players, and maintenance issues.
• Document all tasks, changes, and communications.

Retention:

• #1 retention tool in MS: Proactively engage with Merchant: Guide and assist at the time of account boarding, and annually thereafter, PCI-DSS Compliance is addressed and completed.
• Assist in knowledge and understanding of the reasoning surrounding a failed PCI scan and advise (generally to involve their IT person)
• Provide top-tier frontline assistance with incoming Merchant requests.
• Ensure Vendors action items are done within SLA, and the items are done accurately and documented in the Vendor's systems.
• Field closure requests, referring the Consultant to the Merchant for retention efforts. Must receive a signed closure request to submit to Vendor for Closure
• Monitor closures for timely deactivation.
• Proactively notifies leadership of potential bad players that might impact Old National and Vendor through fraudulent activity.

Key Competencies for Position

Makes Decisions & Solves Problems - Seeks deeper understanding and takes action.

• Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency.
• Collaborates and seeks to understands the root causes of problems.
• Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time.
• Takes action that is consistent with available facts, constraints and probable consequences.

Compelling Communication - Openly and effectively communicates with others.

• Effectively and transparently shares information and ideas with others.
• Tailors the delivery of communication in a way that engages the audience and that is easy to understand and retain.
• Unites others towards common goal.
• Asks for others' opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution and checking for satisfaction.

Delights Clients - Continuously seeks and applies knowledge leading to a best-in-class client experience.

• Passionately serves internal/external clients with excellence.
• Maintains a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction both internally and externally.
• Understands data, metrics and/or financial information, and how they tie to client satisfaction and business outcomes related to position, client and/or team.
• Nurtures client relationships by listening, prioritizing, and acting responsibly to meet client needs, mitigate risk and add shareholder value.

Qualifications and Education Requirements

• Associate degree in administrative services/business or equivalent experience with HS diploma/GED required.
• Prior Merchant Services experience, preferred.
• Strong working knowledge of Microsoft Word and Excel.
• Focus on providing excellent service to internal partners and clients.
• Effective written and verbal communication skills in working with internal partners and clients.
• Ability to effectively manage time and prioritize meeting deadlines, highly productive and efficient multi-tasker.
• Appropriate attention to detail and organizational skills.
• Able to adapt and manage changing priorities and deadlines.
• Flexibility to travel to in-person Merchant Meetings and High Value Relationship Reviews, preferred.

MS Service Support Specialist roles may vary between MS Support Specialist and MS Support Specialist Senior - this position may be filled at a higher level depending on the candidate's qualifications and relevant experience. Factors may include but are not limited to:

• Years of prior Merchant Services experience
• Ability to communicate with clients and key decision makers succinctly adjusting communication as needed for the audience/client
• Works independently and receives minimal guidance
• Possesses in depth conceptual and practical knowledge in MS products/services, applications, system limitations as well as capabilities - using this expertise to maximize deliverables
• Possesses demonstrated and proven success in making decisions/resolving (complex or unique) situations
• Handles High Value Relationships with expertise, poise and confidence
• Work directly with Vendor Special Teams, for example Tier II Software Support
• Work directly with Vendor Solutions Engineers
• Assist with API Integrations and Certifications
• Familiarity and past execution with Cash Advance
• Escalations
• Capable assisting with training and mentorship of new hires in Support; successful in being a back up for team mate(s)
• Other variances could be assignment of special projects

Key Measures of Success/Key Deliverables:

• Grow and retain Merchant Services business
• Maintain up-to-date and top notch services to ensure cohesive, first-class experience for the onboarding, training, and continued care of Old Nationals business clientele
• Partner with the ONB team members to deepen relationships and ensure positive outcomes

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank. Join our team!