Chesapeake Financial Shares, Inc.

  • Merchant Support Specialist

    City, State US-VA-Williamsburg
    5000 Foundation St
    Customer Service/Support
  • Overview



    Chesapeake Bank 


    Want to work for a solid financial institution that expects 110% from its employees and rewards them accordingly? We work as a team and have high levels of engagement from our employees. A primary driver of engagement is job satisfaction. Contributors to this high level of job satisfaction are the Chesapeake benefits plan from competitive healthcare options to a generous vacation allotment. Commitment to community also plays into our job satisfaction. Chesapeake puts great emphasis on the fact that we are only as strong as the communities we serve. Therefore, we contribute dollars and hours of service to our local communities. And, we have fun doing it all!


    Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.


    Summary: The role of a Merchant Support Specialist is best suited for a motivated, dependable, team player who thrives in a fast-paced work environment. Chesapeake Payment Systems faces new challenges on a daily basis so it is crucial that all employees embrace change and have the ability to adapt and learn new skills.


    • Assist with answering telephones and transferring to appropriate staff member.
    • Resolve customer service inquiries.
    • Work closely with Business Development Team to address their needs.
    • Assist with merchant POS programming and testing.
    • Provide technical assistance and troubleshooting to merchants and bank personnel.
    • Provide training and customer service to merchants and bank personnel.
    • Assist with all types of POS installations requiring local travel.
    • Assist merchants with validating PCI Compliance.
    • Review customer files for accuracy, completeness and verify underwriting criteria.
    • Build and maintain accounts in specialized computer applications.
    • Assist with inventory control.
    • Assist with preparation of customer contracts and leases.
    • Review customer statements for accuracy.
    • Prepare Welcome Packages for new merchants.
    • Monitor merchant activity to identify variations in processing.
    • Assist with monitoring risk and chargebacks.
    • Create pricing analysis for prospective merchants or re-pricing existing merchants.
    • Review merchant activity and create needed reports.
    • Work to collect ACH returns.
    • Listen to merchant conversation and understand their needs to provide solutions.
    • Define and develop processes for Merchant Support Team to keep up with ever changing environment.
    • Research to find solutions for merchant needs like new equipment or software products.
    • Other duties as assigned.


    • Minimum 3 years customer service experience.
    • Merchant Services or Payments experience a plus.
    • Excellent written and oral communications skills.
    • Ability to persevere through research projects.
    • A “Can Do” attitude.
    • Ability to work independently and in a team environment.
    • Willingness to self-teach when needed.
    • Proficient with Microsoft Office applications including Outlook, Word, Access, and Excel.
    • Aptitude to learn new software programs and job functions.
    • Demonstrate strong attention to detail.
    • Intuitive with an aptitude to problem solve complex situations.
    • Ability to lift 50lb boxes to assist with inventory control.
    • Willingness to travel to merchant location as necessary.


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