Customer Service Supervisor, Hackensack

Customer Service Supervisor
The Customer Service Supervisor is responsible for overseeing the daily lifecycle of merchant accounts, financial settlement balancing, and operational compliance.
This role ensures that all merchant requestsincluding registrations, bank updates, and account closuresare processed with high accuracy.
The Manager will lead a dedicated team, handling complex financial research (GP/TSYS), maintaining Card Brand compliance, and optimizing merchant retention strategies.
Daily Operation
Manage daily registration of pending requests from fax, email, and internal service channels.
Oversee merchant info updates, bank account changes, and E-Statement setups.
Execute daily settlement balancing for GP and TSYS platforms.
Supervise the Contact Us team to ensure timely ticket assignment and email responses.
Oversee the distribution of Welcome Packages and ****-K reprint requests.
Risk Management
Manage ACH returns, NOCs, non-clearing issues, and the reservation/release of funds.
Lead research on debit issues, frontend/backend rejects, and duplicate funding.
Approve manual reversals and association reversals on a per-case basis.
Monitor merchant accounts for Card Brand violations and ensure proper compliance reporting.
Compliance & Reporting
Oversee monthly NACHA compliance and reporting.
Manage TIN mismatch processes and B-Notice issuance.
Conduct monthly statement exception QA and lead special statement projects.
Generate weekly/monthly inbound and outbound call monitoring reports.
Team Leadership & Retention
Manage the account closure process and retention strategies to minimize merchant attrition.
Review and approve employee timecards and conduct regular performance reviews.
Provide professional guidance, counseling, and mentorship to staff.
Ensure all closure forms and contract copies are provided to clients accurately and promptly.
Qualifications
Proven experience in Merchant Services, Credit Card Processing, or FinTech operations.
Strong knowledge of GP and TSYS settlement systems.
Expertise in ACH (NACHA) regulations and ****-K tax reporting requirements.
Excellent analytical skills for financial research and troubleshooting.
Strong leadership capabilities with experience managing operational workflows.
Benefits
Group Health Insurance (Medical, Dental, Vision)
Employer paid Life Insurance
Paid Vacation and Sick Days
Paid Holidays
401k with Matching
Gym Support
Lunch Support