What are the responsibilities and job description for the Merchant Services Customer Support position at wellsfargo?
Description
Title: Merchant Services Customer Support
Location: West Des Moines, IA
Alternative Location: Irving, TX, Charlotte, NC, Chandler, AZ
Duration: 104W,1D
Work Engagement: W2
Work Schedule: Hybrid 3 days in office/2 days remote
Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits
Summary:
In this contingent resource assignment, you may: Support Business Execution; proactively seek ways to improve processes. Perform moderately complex administrative support tasks. Receive direction from supervisor and escalate non-routine questions. Interact with client personnel on a range of information. Required Qualifications: Administrative or business support experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
Key Responsibilities:
Serve as the first point of contact for internal and external customers, providing support for routine technical questions, onboarding requests, and service-related inquiries.
Support low to moderately complex initiatives across customer service, merchant account management, operations, documentation, and technical support.
Proactively manage a personal queue of Add Location requests for internal Sales and Sales Support partners, ensuring accuracy and timely completion.
Analyze submissions for onboarding new Merchant IDs (MIDs), ensuring all required information is complete and compliant prior to data entry.
Apply analytical thinking to evaluate information, identify gaps, and provide clear direction throughout the onboarding process.
Review and complete tactical customer service assignments and deliverables, including support for product conversions, new product development, and special projects.
Prepare basic marketing proposals and assist with internal documentation and process updates.
Identify opportunities for process improvements to enhance efficiency, accuracy, and customer experience within the customer service function.
Present recommendations to resolve low to moderately complex issues, exercising independent judgment while adhering to established policies, procedures, and compliance requirements.
Communicate effectively with internal partners, functional teams, stakeholders, and customers to share information and provide status updates.
Collaborate with cross-functional teams while maintaining a high standard of professionalism, integrity, and confidentiality.
Key Requirements:
Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
Experience in Customer Service, Financial Services, or Contact Center environments, or equivalent experience gained through work, education, training, or military service.
Experience in Merchant Services, or equivalent related experience.
Preferred / Desired Qualifications
Basic understanding of Know Your Customer (KYC) regulations and compliance requirements.
Experience with client support, merchant onboarding, account management, and/or Add Location processing.
Knowledge of back-office operations within the financial services industry.
Proven ability to manage a pipeline of work from assignment through completion in a deadline-driven environment.
Strong analytical skills with high attention to detail, accuracy, and a sense of urgency.
Demonstrated ability to exercise independent judgment and resolve problems through research and critical thinking.
Experience handling moderately complex transactions and navigating ambiguity.
Excellent verbal, written, and interpersonal communication skills.
Ability to listen effectively, gather information, and communicate clearly with internal and external partners.
Strong teamwork, collaboration, and adaptability skills, with the ability to work independently when required.
High level of professionalism and integrity when interacting with colleagues, management, and customers.