Description

Position Summary

Huntington National Bank is seeking a detail-oriented and service-driven Merchant Services Account Manager to join our Commercial and Large Account team. This role is responsible for the day-to-day operational management of merchant services relationships and works in close partnership with the Merchant Services Relationship Manager to ensure seamless client support and execution. The ideal candidate is highly organized, responsive, and thrives in a fast-paced environment where accuracy and follow-through directly drive client satisfaction and retention.

Key Responsibilities:

• Day-to-Day Operational Support: Manage the daily operational tasks associated with commercial and large account merchant relationships, ensuring accurate processing, timely resolution, and smooth execution of client requests.
• Partnership with Strategic Account Manager: Serve as the operational counterpart to the Merchant Services Relationship Manager, supporting strategic initiatives, preparing client materials, and ensuring follow-through on account plans and commitments.
• Client Service & Issue Resolution: Act as a primary point of contact for client service needs, troubleshooting issues, coordinating with internal teams, and escalating complex matters as appropriate to deliver responsive, high-quality support.
• Onboarding & Account Maintenance: Facilitate new merchant setup, boarding, and ongoing account maintenance, ensuring documentation, pricing, and configurations are accurate and complete.
• Cross-Functional Coordination: Collaborate with product, operations, risk, and compliance teams to ensure timely delivery of merchant services and resolution of operational matters.
• Reporting & Analysis: Prepare account reporting, transaction summaries, and performance data to support relationship reviews and strategic recommendations led by the Relationship Manager.
• Process & Documentation Management: Maintain accurate records within CRM and internal systems, ensuring data integrity and adherence to bank policies and procedures.
• Client Retention Support: Proactively identify service gaps and operational opportunities that enhance the client experience and support long-term retention.

Key Responsibilities

• Day-to-Day Operational Support: Manage the daily operational tasks associated with commercial and large account merchant relationships, ensuring accurate processing, timely resolution, and smooth execution of client requests.
• Partnership with Strategic Account Manager: Serve as the operational counterpart to the Merchant Services Relationship Manager, supporting strategic initiatives, preparing client materials, and ensuring follow-through on account plans and commitments.
• Client Service & Issue Resolution: Act as a primary point of contact for client service needs, troubleshooting issues, coordinating with internal teams, and escalating complex matters as appropriate to deliver responsive, high-quality support.
• Onboarding & Account Maintenance: Facilitate new merchant setup, boarding, and ongoing account maintenance, ensuring documentation, pricing, and configurations are accurate and complete.
• Cross-Functional Coordination: Collaborate with product, operations, risk, and compliance teams to ensure timely delivery of merchant services and resolution of operational matters.
• Reporting & Analysis: Prepare account reporting, transaction summaries, and performance data to support relationship reviews and strategic recommendations led by the Relationship Manager.
• Process & Documentation Management: Maintain accurate records within CRM and internal systems, ensuring data integrity and adherence to bank policies and procedures.
• Client Retention Support: Proactively identify service gaps and operational opportunities that enhance the client experience and support long-term retention.
• Travel: Occasional travel may be required to support client meetings and team initiatives

Basic Qualifications:

• Bachelor’s Degree

• 10+ years experience in merchant services, payments, financial services, or account/client support roles.

• 10+ years experience managing multiple priorities and deadlines simultaneously.

• 10+ years experience with CRM systems, reporting tools, and Microsoft Office (Excel, Word, PowerPoint, Outlook).

Preferred Qualifications:

• Excellent communication and interpersonal skills, with a client-first min