Account Support Analyst en None

Job Description:

The Account Support Analyst is responsible for the support of new and existing Payment Processing merchants during, and after, initial on-boarding with Evolve. The Account Support Analyst serves as a primary point of contact for merchants who contact the Payment Processing Account Management Team with standard, and non-standard, requests via email and via phone related to ACH Services, Remote Deposit Capture, Cash Management, Card Services, and others.

Main Job Tasks and Responsibilities

• Support new and existing Payment Processing customers during and after onboarding to serve as a liaison between Account Management, client companies, and internal teams (Sales, Legal, etc.) and the core system vendor, providing technical support as needed.
•  Assist clients with technical and nontechnical inquiries as they relate to processes followed by Evolve and services/systems offered by Evolve Payment Processing.
• Support Account and/or Implementation Manager(s) with client setup, training, and ongoing administrative access requests; setup new clients/merchants in core system(s) based upon products requested, as needed.
• Support customers with superior customer service.
• Assist in development of documentation, processes, and reporting to support Payment Processing, as requested.
• Assist in development of internal and external training materials for business unit, as requested.
• Manage query responses via telephone, email, and internal systems to ensure client/merchant requests and concerns are addressed.
•  Support and strengthen relationships with internal and external customers.
• Other responsibilities as reasonably required.

Education and Experience:

• Bachelor’s degree or equivalent from a four-year college or university preferred.
• Minimum of five years related work experience.
• Knowledge of Payment Processing Operations.
• Knowledge of ACH Services, Debit/Credit Card Services, and Card Management preferred.
• An understanding of regulatory requirements for financial institutions.

Key Competencies:

• Excellent analytical skills, especially with regards to understanding Account Management and system reporting and analysis.
• Strong work ethic and a positive attitude.