Business Services Merchant Program Manager

Mountain America Credit Union•Off-site Utah, UT

10d•Onsite

About The Position

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. 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. Collects, interprets, and analyzes data. Prepares reports containing findings, conclusions, and recommendations. These reports are used for member proposals and internal reports. Oversee on-going 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 review and maintenance of policy and procedure and managing vendor policy and procedure changes. Help 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

Requirements

3+ years of experience in a card processing /merchant service operations, OR an equivalent combination of education and experience
Strong understanding of technology and web browser interfaces
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.
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.
Works effectively with others in the organization outside of the normal work group to accomplish organizational goals and to identify and resolve problems.
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.).
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.
The degree to which sales efforts are effective in meeting sales goals and coaching others on the team to achieve their goals.
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.
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
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 consistently and up to 50 pounds occasionally

Nice To Haves

Associates degree or higher a plus for the role; however is not required
Familiar with First Data reporting and servicing applications including but not limited to Marketplace, Business Track, Co Pilot, and Sourcepoint.

Responsibilities

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.
Collects, interprets, and analyzes data.
Prepares reports containing findings, conclusions, and recommendations.
Oversee on-going training user training programs.
Works directly with the entire business services team on product knowledge and operational training.
Works directly with vendor on escalated service issues.
Responsible for review and maintenance of policy and procedure and managing vendor policy and procedure changes.
Help 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