Agent Support Specialist

SUMMARY

At Select Bankcard, we work every day to build trusting relationships with our merchants, partners, and employees. We’re a full-service payment technology provider in Lehi, UT, and we’re growing! The Agent Support Specialist is the main point of contact for our agents and work to support them and their customers. We’re looking for a motivated, customer-focused professional to join our team and grow with us.  This job is full time and onsite in Lehi, UT.

WHY WORK AT SELECT BANKCARD?

Select Bankcard cares about our employees.  You can see this in our industry-leading benefits, including 100% paid health and dental insurance, and hear about it in our Glassdoor Reviews. We’ve been in this business for over a decade, and a big factor in our success has been the relationships we have with our team members. We know that you have a life outside of work, and we do everything we can to support it. You’ll have the opportunity to expand your skill set and directly impact the company. Plus, we’re growing rapidly, and there are lots of opportunities for growth here! 

WHAT IS MERCHANT SERVICES?

Basically, Select Bankcard helps businesses process payments, including credit cards, debit cards, ACH, and gift cards. From start to finish, we do everything to facilitate our merchant’s payment processing capabilities, from processing their applications, setting up their account, supplying them with equipment to process transactions, performing account changes, troubleshooting product issues, maintaining risk, and handling disputes. We provide innovative systems and technologies while utilizing cutting-edge business practices and strategies to simplify and improve the lives of our customers.

COMPENSATION AND BENEFITS

The Agent Support Specialist position offers an annual salary of $45,000 to $50,000 depending on skill and experience. We provide excellent 100% company paid health and dental insurance (for you and your dependents) with monthly employer contributions to an HSA, 401(k) plan, paid holidays, competitive paid time off, paid parental leave, an onsite gym, and monthly massages. Plus, our offices are great! Everyone has private offices and we have a fully stocked break room, arcade games, a golf simulator, and soda machines in office. We also get together for several company-paid events per year.

THE JOB

The Agent Support Specialist serves as a dedicated point of contact between Select Bankcard and our Independent Contractors (ICs) and Independent Sales Organizations (ISOs). This role is responsible for delivering a high-touch, white-glove experience by managing client communication, coordinating with internal teams, and ensuring questions, requests, and escalations are handled seamlessly from start to finish.This is an in-office position, Monday through Friday, with a schedule of either 8:30 a.m. to 5:30 p.m. or 9:00 a.m. to 6:00 p.m., including a one-hour lunch. The position requires managing a high volume of daily emails and phone calls while maintaining responsive, accurate, and professional communication.Key responsibilities include:

• Serve as the primary point of contact for assigned ICs and ISOs, delivering a responsive, high-touch, white-glove client experience.
• Build and maintain strong business relationships by understanding each client’s needs, anticipating potential challenges, and providing proactive support.
• Coordinate with internal departments to ensure the client experience is seamless across teams, while maintaining ownership of communication, follow-up, and resolution.
• Support ICs and ISOs throughout the sales process by providing guidance on merchant eligibility, payment technologies, product capabilities, pricing, and solution recommendations.
• Manage escalations and complex merchant requests by partnering with Merchant Support, Underwriting, Risk, Operations, Technical Support, and other internal teams to drive timely and effective resolutions.
• Maintain visibility into open requests and outstanding items, providing clients with consistent updates and ensuring nothing is lost during cross-departmental handoffs.
• Analyze competitor processing statements and provide strategic pricing, profitability, and sales recommendations.
• Stay informed on industry trends, payment technologies, product enhancements, and internal processes to provide knowledgeable and consultative support.

QUALIFICATIONS

• Excellent partner relations/client service skills
• Strong attention to detail and analytical skills
• Effective verbal and written communication skills
• Strong grasp of Microsoft Outlook and Excel
• Payment industry experience preferred

Inside sales or sales support experience a plus

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