Job Summary
Leverages knowledge of merchant services products and processes to support Merchant Sales and customers during critical stages of our customer relationships. Applies product expertise to assist Sales in researching, advising, and demoing for moderately complex product needs and integrations. Serves as the single point of contact for merchants from application approval through activation and go live. Trains customers on the use of Merchant products and services and provides a consultative approach to the onboarding experience. Responsible for triage and resolution of product issues reported by our customers. Interacts with various departments on an ongoing basis. Communicates any cross-sell opportunities to the sales team.
Job Duties and Responsibilities
- Drives value creation for new Merchant Services customers and Synovus by minimizing the time from customer application approval through full product activation. Engages directly with new customers, Sales, support teams and vendors to ensure all products and services are delivered within expectations. Ensures customers complete any activation requirements and all documentation is properly retained. Trains and supports customers during the activation warranty period. Identifies and reports cross-sell opportunities as they may arise.
- Safeguards customer relationships and experience through receipt, prioritization, triage and resolution of product issues and questions. Engages directly with customers through various channels to rapidly understand and resolve situations which may impact our customer’s business. Utilizes knowledge of Synovus products and vendor capabilities, processes and support to provide exceptional service and deepen customer relationships. Understands and executes escalation procedures to vendors and leadership as required.
- Creates and maintains strong working relationships with key Synovus teams and customers. Confidently engages with customers and guides necessary actions for successful activations and issue resolution. Effectively communicates status of activations, risks and issues.
- Uses deep knowledge of Synovus Merchant Services products and services to research and advise Merchant Sales on moderately complex product use cases and integrations. Serves as a subject matter expert for product activation requirements and dependencies. Performs product demos on new or complex products upon request.
- Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
- Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Qualifications
Minimum Education:
Some college or Associate’s degree Business, Technology, Finance or the equivalent combination of education and experience
Minimum Experience:
Three years experience in merchant services, payments, or other related fields such as treasury management, retail or commercial banking with emphasis on implementing and servicing payments products and solutions or the equivalent combination of education and experience
Required Knowledge, Skills, & Abilities:
- Working knowledge of Merchant Services applications, products and services
