Business Services Merchant Program Manager

Mountain America Credit Union•Sandy, UT

5d•Onsite

About The Position

Provides strategic leadership and ownership of MACU’s Merchant Services program, with a heavy emphasis on merchant services sales, referral lead management, sales enablement, vendor partnership management, product strategy, operational execution, risk oversight, portfolio growth, and business member experience. This role serves as the senior subject matter expert for merchant processing solutions and is accountable for converting qualified referral opportunities from Business Advisors and other internal partners into meaningful merchant services growth through consultative sales, disciplined pipeline management, and strong follow-through. Mountain America partners with a vendor to offer merchant processing to our members through an agent relationship. This position is responsible for managing that program. Owns the strategic direction, performance, and ongoing development of MACU’s Merchant Services program, ensuring alignment with Business Services priorities, revenue goals, member experience expectations, risk controls, and long-term growth objectives. Serves as the senior departmental subject matter expert for merchant acquiring, card payment acceptance, payment gateways, point-of-sale solutions, pricing structures, interchange considerations, settlement processes, chargebacks, fraud trends, reporting tools, and vendor platforms. Leads consultative merchant services strategy with Business Advisors, Portfolio Managers, and other internal partners to identify opportunities, strengthen product knowledge, improve referral quality, and support business member growth. Owns the merchant services referral pipeline generated by Business Advisors, including lead intake, qualification, prioritization, tracking, follow-up, conversion activities, reporting, and feedback loops to strengthen referral quality and sales outcomes. Drives merchant services sales activity by conducting discovery conversations, evaluating merchant processing needs, preparing recommendations, coordinating proposals, overcoming objections, and closing or advancing opportunities in partnership with Business Advisors and other business banking partners. Develops and executes program goals, merchant services sales strategies, referral lead management processes, portfolio growth initiatives, migration plans, revenue targets, conversion expectations, and performance reporting in partnership with Business Services leadership. Provides coaching, training, and feedback to frontline and business banking teams regarding merchant products, sales positioning, member discovery, proposal development, onboarding expectations, and operational handoffs. Manages and supports new and existing merchant relationships, including complex setups, pricing reviews, product recommendations, implementation coordination, service escalations, and ongoing relationship support. Partners directly with the merchant services vendor to manage escalated service issues, platform changes, portfolio performance, contract expectations, implementation concerns, reporting needs, product updates, and strategic opportunities. Provides technical and operational expertise for merchant processing, hardware, software, gateway, network, file transmission, settlement, and reporting issues; coordinates timely resolution with vendors and internal stakeholders. Collects, validates, interprets, and analyzes merchant services data to identify trends, measure program performance, support member proposals, inform leadership decisions, and recommend process or product improvements. Creates and presents clear, data-driven reporting for senior leadership, including revenue performance, MID growth, portfolio trends, migration progress, operational risks, member experience themes, and recommended actions. Owns ongoing merchant services training programs, job aids, procedures, communication plans, and product education resources for Business Services and other member-facing teams. Maintains strong working knowledge of vendor servicing and reporting applications. Reviews, maintains, and improves policies, procedures, risk controls, onboarding standards, and vendor change management processes related to merchant services. Collaborates with Compliance, Risk, Legal, Deposit Operations, Digital Banking, Marketing, Member Services, branches, and Business Services leadership to ensure program decisions support member experience, regulatory expectations, and operational scalability. Leads process improvement initiatives that reduce friction, improve speed to market, strengthen accountability, and enhance the business member experience across merchant onboarding, servicing, and support. Performs other duties as assigned.

Requirements

Advanced understanding of merchant acquiring, payment processing, business cash flow, treasury management concepts, and the operational needs of small, mid-sized, and complex businesses.
Strong financial and business acumen with the ability to evaluate merchant statements, processing volume, pricing models, profitability, member needs, and risk considerations.
Demonstrated ability to translate program data, market trends, vendor performance, and member feedback into actionable strategies and measurable business outcomes.
Proven, hands-on merchant services sales experience, including prospect discovery, statement analysis, pricing discussions, proposal development, objection handling, referral follow-up, pipeline management, and successful conversion of business member opportunities.
Strong ability to manage referral activity from Business Advisors and other internal partners, including timely outreach, consistent communication, accurate tracking, sales coaching, and closed-loop feedback on referral outcomes.
Ability to influence without direct authority and collaborate effectively with senior leaders, sales teams, operations teams, vendors, and cross-functional partners.
Strong leadership skills, including decisive decision making, accountability, transparent communication, constructive feedback, coaching, and the ability to motivate others toward shared goals.
Ability to describe growth, risks, opportunities, and program performance using data, division KPIs, dashboards, and clear recommendations for senior leadership.
Strong understanding of vendor management, change management, policy development, operational controls, and regulatory considerations related to payment services.
5+ years of progressive experience in merchant services sales, payment processing, treasury management, business banking, financial services operations, or a related field.
Experience must include substantial hands-on responsibility for merchant services sales, referral lead management, pipeline tracking, consultative discovery, proposal development, partner follow-up, and conversion of business client or member opportunities.
Experience must also include demonstrated ownership of business results, complex problem solving, vendor or partner management, data-driven decision making, and consultative support for business clients or members.
Advanced skills with Microsoft Office Suite including Outlook, Word, Teams, PowerPoint, and Excel.
Strong ability to analyze and present program performance using reporting tools, dashboards, spreadsheets, and visual summaries.
Strong ability to create executive-ready presentations, business cases, training materials, and member-facing proposal content.
Demonstrates ability to clearly express strategy, methodology, results, risks, and recommendations verbally, in writing, and through insightful reports and visual presentations.
Demonstrated ability to tailor communication for business members, frontline teams, vendors, executive leadership, and cross-functional stakeholders.
Ability to facilitate productive conversations, influence outcomes, and create alignment among stakeholders with competing priorities.
Ability to work both autonomously and collaboratively in a fast-paced, evolving business environment.
Self-starter with strong organization, prioritization, follow-through, and time management skills.
Ability to manage multiple strategic and operational priorities while maintaining composure, accountability, and sound judgment.
Adaptive to change and able to lead others through altered circumstances, system changes, vendor updates, and new program expectations.
Desire and willingness to continually build expertise in payment services, business banking, financial concepts, systems, compliance expectations, and emerging market trends.
Takes initiative to solve problems, identify root causes, recommend solutions, and improve processes, controls, reporting, and member experience.
Excellent interpersonal skills with the ability to lead, coach, collaborate with ad-hoc teams, and build trusted relationships across the organization.
Strong data analytics, data validation, business analysis, and performance measurement skills.
Demonstrated ability to balance sales growth, member experience, operational capacity, compliance expectations, and vendor performance.
Ability to sit, talk and hear.
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Ability to lift up to 10 pounds occasionally.

Nice To Haves

Prior experience coaching sales teams, managing referral performance, leading strategic initiatives, managing program performance, or presenting recommendations to senior leadership is strongly preferred.
Experience with merchant services, payment processing, CRM, reporting, workflow, ticketing, and analytical platforms preferred.

Responsibilities

Owns the strategic direction, performance, and ongoing development of MACU’s Merchant Services program.
Serves as the senior departmental subject matter expert for merchant acquiring, card payment acceptance, payment gateways, point-of-sale solutions, pricing structures, interchange considerations, settlement processes, chargebacks, fraud trends, reporting tools, and vendor platforms.
Leads consultative merchant services strategy with Business Advisors, Portfolio Managers, and other internal partners.
Owns the merchant services referral pipeline generated by Business Advisors.
Drives merchant services sales activity by conducting discovery conversations, evaluating merchant processing needs, preparing recommendations, coordinating proposals, overcoming objections, and closing or advancing opportunities.
Develops and executes program goals, merchant services sales strategies, referral lead management processes, portfolio growth initiatives, migration plans, revenue targets, conversion expectations, and performance reporting.
Provides coaching, training, and feedback to frontline and business banking teams regarding merchant products, sales positioning, member discovery, proposal development, onboarding expectations, and operational handoffs.
Manages and supports new and existing merchant relationships.
Partners directly with the merchant services vendor to manage escalated service issues, platform changes, portfolio performance, contract expectations, implementation concerns, reporting needs, product updates, and strategic opportunities.
Provides technical and operational expertise for merchant processing, hardware, software, gateway, network, file transmission, settlement, and reporting issues.
Collects, validates, interprets, and analyzes merchant services data to identify trends, measure program performance, support member proposals, inform leadership decisions, and recommend process or product improvements.
Creates and presents clear, data-driven reporting for senior leadership.
Owns ongoing merchant services training programs, job aids, procedures, communication plans, and product education resources.
Maintains strong working knowledge of vendor servicing and reporting applications.
Reviews, maintains, and improves policies, procedures, risk controls, onboarding standards, and vendor change management processes related to merchant services.
Collaborates with Compliance, Risk, Legal, Deposit Operations, Digital Banking, Marketing, Member Services, branches, and Business Services leadership.
Leads process improvement initiatives that reduce friction, improve speed to market, strengthen accountability, and enhance the business member experience.
Performs other duties as assigned.