Customer Service Supervisor

Position Summary

The Customer Service Supervisor is responsible for overseeing the daily lifecycle of merchant accounts, financial settlement balancing, and operational compliance. This role ensures that all merchant requests—including registrations, bank updates, and account closures—are processed with high accuracy. The Manager will lead a dedicated team, handling complex financial research (GP/TSYS), maintaining Card Brand compliance, and optimizing merchant retention strategies.

Key Responsibilities

Daily Operation

• Manage daily registration of pending requests from fax, email, and internal service channels.
• Oversee merchant info updates, bank account changes, and E-Statement setups.
• Execute daily settlement balancing for GP and TSYS platforms.
• Supervise the Contact Us team to ensure timely ticket assignment and email responses.
• Oversee the distribution of Welcome Packages and 1099-K reprint requests.
  
  

Risk Management

• Manage ACH returns, NOCs, non-clearing issues, and the reservation/release of funds.
• Lead research on debit issues, frontend/backend rejects, and duplicate funding.
• Approve manual reversals and association reversals on a per-case basis.
• Monitor merchant accounts for Card Brand violations and ensure proper compliance reporting.
  
  

Compliance & Reporting

• Oversee monthly NACHA compliance and reporting.
• Manage TIN mismatch processes and B-Notice issuance.
• Conduct monthly statement exception QA and lead special statement projects.
• Generate weekly/monthly inbound and outbound call monitoring reports.
  
  

Team Leadership & Retention

• Manage the account closure process and retention strategies to minimize merchant attrition.
• Review and approve employee timecards and conduct regular performance reviews.
• Provide professional guidance, counseling, and mentorship to staff.
• Ensure all closure forms and contract copies are provided to clients accurately and promptly.
  
  

Qualifications

• Proven experience in Merchant Services, Credit Card Processing, or FinTech operations.
• Strong knowledge of GP and TSYS settlement systems.
• Expertise in ACH (NACHA) regulations and 1099-K tax reporting requirements.
• Excellent analytical skills for financial research and troubleshooting.
• Strong leadership capabilities with experience managing operational workflows.
  
  

Benefits

• Group Health Insurance (Medical, Dental, Vision)
• Employer paid Life Insurance
• Paid Vacation and Sick Days
• Paid Holidays
• 401k with Matching
• Gym Support
• Lunch Support