Merchant Services Customer Support Representative

Description:

INTRODUCTION

We welcome you to join our Chino Commercial Bank Team!

We are currently seeking for a Qualified Merchant Services Representative who is passionate, driven, collaborative, and solutions minded individual to join our team.

We are dedicated in creating a championing environment where you can grow and thrive.

Our Mission is to provide exceptional customer service to make a difference in the lives of our customers and communities.

SUMMARY

The Merchant Services Customer Service Support Representative provides exceptional support to Merchants and bank personnel by handling inquiries, troubleshooting equipment and POS issues, and ensuring timely resolution of service requests. This role requires strong customer service skills, technical aptitude, and the ability to work collaboratively to meet service level agreements. This employee must maintain compliance with audit, internal controls, security, BSA, CTR standards.

Requirements:

ESSENTIAL DUTIES

1. Work closely with everyone in Bankcard Services and assist with the Bank’s merchant services strategy including revenue and expenses and year-over-year growth.
2. Build, configure, set up, deliver, and install gateway and equipment for merchants.
3. Receive, review, underwrite, compile necessary documents and signatures from merchant applications for boarding and approval process.
4. Provide technical support and answer customer phone calls.
5. Review daily risk reports for potentially fraudulent activity and communicate with merchants to confirm and verify suspicious, large, or unusual transactions.
6. Receive and review daily account reports from processor and from the cards brands; reconcile differences and balance the settlement account daily with interchange fees, wires, NACHA file, etc.
7. Strip transactions when needed as required by the merchant before going out for settlement. Post necessary daily positing to balance the settlement account and keep necessary data updated and correct.
8. Monitor merchants' portfolio and their PCI status on a consistent basis. Provide support and help merchants get PCI complaint by assisting with all aspects of the PCI compliance process (merchant profile, SAQ, quarterly scan, and ASV submission).
9. Play an important role in the development and growth of staff through excellent communication skills, both verbal and written.
10. Use cost analysis tools customized to Bank requirements for residual income and subsequent presentation of pricing, product and service offerings to prospective merchant clients. Completes application and boarding documentation, boarding of accounts and coordination of equipment and/or services to clients.
11. Acts as a subject matter expert in products and services and is capable of articulating the product’s features, functions and benefits to various audiences, i.e. internal employees, clients and industry contacts.
12. Source and develop prospects and potential clients and secure business banking services and product sales.
13. May perform routine and intermediate branch and customer service duties.
14. Assists in answering telephones and directs callers to proper Bank personnel.
15. Provides effective customer service and assists in resolving problems within given authority.
16. Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.
17. Records, files, scans, updates information and sorts reports as required.
18. May type routine letters, reports and forms.
19. Maintains files; copies and faxes documents.

SECONDARY DUTIES

The position of Merchant Services Rep. performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of Merchant Services Rep. is not responsible for the supervision of any employee(s), however the incumbent is required to provide leadership, training and support to less experienced staff members.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

The environment for this position is an open office that is mostly clean and comfortable. The employee is in a non-confined office-type setting in which he or she is free to move about at will. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

The employee may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), scanner, encoder, money counter, credit card terminal, typewriter, computer terminal, personal computer and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); three (3) or more years of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution customer service and cash handling background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Intermediate experience, knowledge and training in business banking products and branch operation activities, terminology and products and services.
• Intermediate knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet and account opening software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, compose correspondence, and speak clearly to customers and employees.
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Effective organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Ability to communicate effectively in Spanish is a plus, though not mandatory.

Current California driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to himself or herself or others.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

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