Merchant Services Operations Specialist

BancFirst Corporation • Oklahoma City, OK

3h • Onsite

About The Position

The Merchant Services Operations Specialist is responsible for servicing new and existing merchant customers. Communications skills are critical as the job supports customers through inbound and outbound calling activities. Successful candidates are well organized, effective communicators with strong interpersonal and negotiation skills. Opportunity to cross train for the Sales Consultant role after 1 year.

Requirements

• Minimum of one-year Customer Service experience.
• Conduct Outbound calls to: Assist with bank referrals for merchant services.
• Welcome new customers and cover key support functions available to them.
• Manage implementation process with 3rd party software vendors
• Notify customers about potential processing issues.
• Inquire into customer’s satisfaction with existing services and identify any additional needs.
• Receive Inbound calls to: Support partner banks in servicing customers
• Answer customer questions and address processing issues
• Exceptional work ethic with the ability to work as a part of a cross-functional team in a fast-paced environment.
• Regular attendance and punctuality
• Critical thinking skills
• Excellent interpersonal, organizational and consultative customer friendly communication skills.
• Exhibits professionalism in written and verbal interactions both within and outside of the organization
• Proficient in Microsoft Office, Excel and knowledge of, or the ability to quickly learn, banking software applications.
• An aptitude to utilize current technologies.
• Follow all policies and procedures as provided by the bank

Nice To Haves

• Experience in the banking industry or equivalent is preferred.
• Preferred Bilingual – Fluent in Spanish

Responsibilities

• Sales Support: Collaborating with Sales Representatives in the sales process by providing information on merchant services, preparing proposals, and assist in closing deals.
• Client Onboarding: Managing the onboarding process for new clients, ensuring all necessary documentation is completed, and coordinating various teams to set up merchant accounts.
• Customer Service: Exceed customer service standards and act as a point of contact for existing clients, addressing inquiries, resolving issues related to payment processing, and ensuring client satisfaction.
• Customer Retention: Assist bank retention team to meet or exceed defined retention and revenue goals.
• Technical Support: Provide technical assistance to clients to include troubleshooting issues related to payment terminals, online payment gateways, and other payment processing systems.
• Reporting & Documentation: Record detailed notes in pipelines to document activities. Update and process monthly reports in regards to bank Merchant portfolio.
• Training: Maintain awareness of all new developments in products and services as well as policy, technology and sales initiatives to support merchant customers.
• Assist with other job-related duties and special projects as requested by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees