Merchant Sales Support Specialist - McAllen, TX

Position Summary

The Merchant Sales Support Specialist will support the Senior Merchant Sales Officer with selling merchant payment processing solutions (including credit card, debit card, checks, etc.) and the corresponding hardware and software to businesses with varying financial needs. This position requires a high degree of integrity, professionalism, excellent communication and time management skills. The Specialist will support the Merchant Services Department to ensure a smooth and efficient process for our new and existing clients.

Principal Duties and Responsibilities

• Coordinate installations and implementation of Merchant Services sales and products.
• Track and notify sales staff when key implementation steps are complete.
• Track & confirm active accounts and provide interval follow up.
• Provide training to customers when necessary.
• Serve as designated expert to support sales staff including but not limited to customer retention calls, pricing related questions, and sales support activities.
• Generate and facilitate sales related reporting including but not limited to decrease in volume, referrals, prospecting, pricing program changes, and new merchant follow ups.
• Retention efforts of existing MID’s
• Research and integrations requests
• Merchant pricing changes
• Cost comparison and proposal preparation
• Application input
• Any other items to facilitate during the sales process
• Monitor activity & partner reports on possible account loss and work with sales staff for contact.
• Weekly portfolio note review
• Decrease in volume report monthly review
• Notify sales reps or assigned officer of escalated customer issues.
• Review note history in partner reporting daily and follow up as needed.
• Handles cancellations, refunds, and pricing adjustments.
• Facilitate boarding process (underwriting, integrations, approval, implementation).
• Assist as needed for customer communication regarding acquiring information for proposal including merchant statements.
• Support and promote the Bank’s vision, mission and core values, organizational structure and policies and procedures.
• Prepare reconciliations and clear items related to wire transfers.
• Absorb and maintain a comprehensive knowledge of all applicable point-of-sale hardware and software solutions, third-party VAR applications, payment gateway solutions, connectivity options and all other payment related applications.
• Point-of-contact for escalated pricing and proposal requests from officers and Treasury Management sales team.
• Responsible for account pricing and is directly accountable for the profitability of those decisions.
• Responsible for a portfolio of strategic account relationships.
• Provide day-to-day phone/email support for key client contacts, conduct quarterly business reviews, and provide an exceptionally high level of client support.
• Develop and maintain a comprehensive knowledge of payment network rules and operating regulations.
• Work with prospects and existing clients to ensure compliance with payment network rules and operating regulations.
• Provide operational support for new product releases/enhancements that may impact new or existing clients.
• Comply with federal and state regulations and all established bank policies and procedures.

Qualifications, Education and Experience Requirements

• A self-starting individual who possesses a High School Diploma or equivalent and at least two (2) years of work experience.
• Must have working knowledge of Excel and Word. Experience with Microsoft office preferred.
• Must be available to work a 40-hour work week with flexible work schedule.
• Bilingual in English and Spanish preferred.
• Must have excellent analytical, observational, and decision-making skills.
• Excellent interpersonal and communication skills are necessary for maintaining effective relationships with Board members, officers, employees, and members of the business and civic community.
• Highly focused, able to rapidly determine key priorities, clearly communicate the priorities and ensure resources are properly aligned.
• Able to work under high pressure situations and in a stressful atmosphere yet be able to remain composed.
• Must be able to be physically present in the Bank to perform job duties.

Texas Regional Bank is an Equal Opportunity Employer.