Business Services Merchant Program Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides sales coaching and feedback to Business Account Executives around the merchant product.
• Serves as the departmental expert in administering the operation of the Merchant Services Program.
• Manages and creates new merchant accounts, counseling users on the features and benefits of various merchant services products, including payment gateway (i.e. web portals, point of sale systems, interactive voice response, and electronic payment technology), as well as merchant processing requirements, costs, and procedures.
• Provides technical support for the resolution of merchant services processing, hardware, software, and network issues.
• Troubleshoots issues related to internal/external merchant services file transmissions.
• Collections, interprets, and analyzes data. Prepares reports containing findings, conclusions, and recommendations. These reports are used for member proposals and internal reports.
• Oversees ongoing training user training programs.
• Familiar with First Data reporting and servicing applications including but not limited to Marketplace, Business Track, Co Pilot, and Sourcepoint.
• Works directly with the entire business services team on product knowledge and operational training.
• Works directly with vendor on escalated service issues.
• Responsible for reviewing and maintaining policy and procedure and managing vendor policy and procedure changes.
• Helps management set goals and targets for the program.
• Works with the AVP of Business Services to devise and implement merchant strategy.
• Performs other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

• Experience: 3+ years of experience in a card processing /merchant service operations, OR an equivalent combination of education and experience.
• Education: Associates degree or higher a plus for the role; however is not required.
• Licenses, Certificates, Registrations: n/a
• Computer/Office Equipment Skills: Strong understanding of technology and web browser interfaces.
• Managerial Responsibility: None
• Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating or influencing others.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) and internal departments is necessary and often requires the ability to influence and/or sell ideas or services to others.
• Language Skills: Must have the ability to read, understand and carry out instructions in written and oral form.
• Other Skills And Abilities: General computer skills including word processing, spreadsheet, and Outlook. Ability to understand financial statement analysis (income statement and balance sheet) and cash flow. Ability to communicate effectively and gain confidence of people. Excellent written and verbal presentation skills. Ability to make solicitation calls on the phone.

PERFORMANCE EXPECTATIONS (Performance Factors)

• Customer Interaction and Services: Ability to develop and enhance the business members' financial relationship through an understanding of credit union products and services with a particular focus on merchant processing. Demonstrates the ability to evaluate the members' situation to select the best suited products and services.
• Collaboration: Works effectively with others in the organization outside of the normal work group to accomplish organizational goals and to identify and resolve problems.
• Communication Skills: Expresses written and spoken ideas clearly and listens with understanding. The use of proper written and grammatical skills and proper use of computer technology (e-mail, internet, etc.).
• Decision Making/Judgment: Ability to make prudent decisions that are timely, well researched, and reflect awareness of impact. Thinks and acts with minimum instruction or direction. Demonstrates understanding and commitment to our Motto, "We place members first." Shows creativity in day to day responsibilities, is a self-starter.
• Sales / Referral Performance: The degree to which sales efforts are effective in meeting sales goals and coaching others on the team to achieve their goals.
• Compliance: The degree to which the employee has knowledge of and complies with all regulations as required by law and credit union policies and procedures as it relates to his/her position. Compliance with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.
• Physical Abilities / Working Conditions: Physical Demands Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently. Ability to stand, walk, kneel and crouch occasionally. Vision Requirements Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more) Weight Lifted or Force Exerted Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally. Environmental There are no unusual environmental factors Noise Environment Moderate noise (business office with computers and printers, light traffic).