Please reference the schedule and minimum qualifications listed below before applying.

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Job Summary

Works with business members and business account executives to provide merchant processing sales and operational support.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

 

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

 3+ years of experience in a card processing /merchant service operations, OR an equivalent combination of education and experience

Education

Associates degree or higher a plus for the role; however is not required

Licenses, Certificates, Registrations

n/a

Computer/Office Equipment Skills

Strong understanding of technology and web browser interfaces

Managerial Responsibility

None  

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.  Work involves extensive personal contact with others and is usually of a personal or sensitive nature.  Work may involve motivating or influencing others.  Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) and internal departments is necessary and often requires the ability to influence and/or sell ideas or services to others.

Language Skills

Must have the ability to read, understand and carry out instructions in written and oral form.

Other Skills and Abilities

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. 

PERFORMANCE EXPECTATIONS (Performance Factors)

Customer Interaction and Services

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.

Collaboration

Works effectively with others in the organization outside of the normal work group to accomplish organizational goals and to identify and resolve problems.

Communication Skills

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.).

Decision Making/Judgment

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.

Sales / Referral Performance

The degree to which sales efforts are effective in meeting sales goals and coaching others on the team to achieve their goals.

Compliance

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.

 

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

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

Vision Requirements

Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusual environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.