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Research & Adjustments Rep III (Merchant Services)

Newark, Delaware;

Job Description:

  • Line of Business Role Description

    The Research & Adjustments Rep within Merchant Client Operations maintains responsibility for researching and resolving complex Merchant Services client inquires that may require research in bank systems, reconciliation and/or proactive communication with technology, product and servicing teams.  Resolves research and adjustment inquiries within the bank's practices and procedures.

    • Research, resolve and decision potential exception cases in Merchant Client Operations to enable the timely and efficient delivery of client fulfilment needs within bank’s practices and procedures for Merchant Services Clients
    • May include research and investigation related to client due diligence, accounting transactions, account maintenance and other product-related areas of inquiry
    • Selected candidates will be required to work a schedule of  M-F 9:00AM-6PM or, 10:00AM-7:00PM.
    • Has the ability to engage with clients directly as needed within research process – begin a conversation, provide information on why there is outreach using plain language, build rapport, and handle objections.
    • Investigates daily incoming research and adjustment inquiries
    • Resolves differences; answers service requests and inquiries received from various channels
    • Determines accounting entries and makes appropriate disposition
    • Maintains internal operational and financial controls and ensures that they are observed for all assigned cases
    • Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls
    • Possess a passion and urgency to serve our clients and operate as a client advocate
    • May provide support to and train other researchers within the department

    Required Skills

    • 2-4 years of experience researching and resolving complex client inquires and exceptions
    • 2-4 years of experience in Credit Card/Merchant Services industry experience preferred
    • High degree of attention to detail
    • Ability to support accounting transactions; preference for prior experience completing reconciliations and familiarity with GL accounting
    • Basic knowledge of consumer banking laws, rules and regulations (e.g. AML, Bankruptcy, Deceased)
    • Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday, shifts between 9am-6pm or 10am-7pm

Referral Bonus Amount:

0

Job Description:

  • Line of Business Role Description

    The Research & Adjustments Rep within Merchant Client Operations maintains responsibility for researching and resolving complex Merchant Services client inquires that may require research in bank systems, reconciliation and/or proactive communication with technology, product and servicing teams.  Resolves research and adjustment inquiries within the bank's practices and procedures.

    • Research, resolve and decision potential exception cases in Merchant Client Operations to enable the timely and efficient delivery of client fulfilment needs within bank’s practices and procedures for Merchant Services Clients
    • May include research and investigation related to client due diligence, accounting transactions, account maintenance and other product-related areas of inquiry
    • Selected candidates will be required to work a schedule of  M-F 9:00AM-6PM or, 10:00AM-7:00PM.
    • Has the ability to engage with clients directly as needed within research process – begin a conversation, provide information on why there is outreach using plain language, build rapport, and handle objections.
    • Investigates daily incoming research and adjustment inquiries
    • Resolves differences; answers service requests and inquiries received from various channels
    • Determines accounting entries and makes appropriate disposition
    • Maintains internal operational and financial controls and ensures that they are observed for all assigned cases
    • Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity of the department's case management system and financial controls
    • Possess a passion and urgency to serve our clients and operate as a client advocate
    • May provide support to and train other researchers within the department

    Required Skills

    • 2-4 years of experience researching and resolving complex client inquires and exceptions
    • 2-4 years of experience in Credit Card/Merchant Services industry experience preferred
    • High degree of attention to detail
    • Ability to support accounting transactions; preference for prior experience completing reconciliations and familiarity with GL accounting
    • Basic knowledge of consumer banking laws, rules and regulations (e.g. AML, Bankruptcy, Deceased)
    • Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21041970

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0