Job Description
Maintain a strong knowledge of business credit, deposit and cash management products and services.
Provide merchant customer service support for Central Bank and Holding Company banks and handle oral and written communications that deal with day to day issues. This includes new account set up, file maintenance, equipment deployment, terminal troubleshooting, explanation of account agreement and system and account research.
Provide merchant customer service support for all Holding Company banks merchants. This includes, terminal troubleshooting, explanation of account agreement, system and account research and other issues as they arise.
Keep current on BankCard, MasterCard/VISA, Processor, and industry rules and procedures.
Keep current on merchant services product enhancements and software programs.
Participate in training sessions, seminars, and vendor visits.
Perform back up duties for other merchant services staff.
Assist in special projects and other duties as assigned.
Develop and maintain procedures for merchant services team as needed.
This position offers the opportunity for a hybrid work schedule following the completion of training.
Qualifications
High School diploma or the equivalent
Previous customer service, banking, and sales experience are helpful
Ability to understand, document, and work with very complex policies, operational processes and work flows
Ability to manage multiple and competing priorities on a daily basis in pursuit of business objectives
Ability to prioritize multiple tasks while delivering a high level of customer service
Strong interpersonal skills, aptitude with numbers, attention to detail, decision making, problem solving, sales and presentation skills, and independent thought
Basic data entry and computer skills are necessary
Verbal and written communication skills required for working with customers, team members, and management
Basic mathematical skills are required. Individual must be able to understand and calculate merchant discount rates, profit margins, and profitability
Individual must be able to communicate with customers in a clear and concise manner to facilitate the disposition of issues and complaints - this is accomplished by following and interpreting, written internal and industry procedures and regulations
Working knowledge of fraud trends, chargeback issues, procedures and regulations for the merchant industry.
