Function: Working under the direction and guidelines established by the Merchant Card Services Department, the Merchant Card Services Specialist is responsible for the support and maintenance of merchant accounts Merchant Card Services Specialist possesses a comprehensive understanding of merchant processing, Reg E, industry trends and practices, as well as the technical expertise to proficiently support these products. A thorough working knowledge of Bangor Savings Bank’s policies and procedures is required.

Accountabilities:

Client Retention/Management:

Proactively services relationships for the purpose of improving client satisfaction.Provides analytical data to existing merchants upon their request to retain relationship.Proactively service and cross solve relationships for the purpose of improving client satisfaction and generating additional deposit and non interest fee income for the Bank.Serves as sales support for field/outside salesRespond and follow up to requests from customers with merchant processing needs for information and proposals.Provide merchant support via telephone, email or in person as needed to transition merchant clients to the bank, and provide on-going service.Assist, as needed, with client retention, annual merchant reviews and re-pricing efforts.Work closely with Sales team to transition new customers to the bank, and go out as needed to troubleshoot equipment. 

Strategy & Process:

Remain knowledgeable and up-to-date on changes and developments in the prepaid, gift card payment industry, monitoring market trends, competitive practices and regulatory changes.Mitigate risk in payment processing by educating clients on data security and integrity.

General:

Submits and tracks enrollment forms on the behalf of sales staff.Monitor boarding/training process and conduct follow-ups if necessary.Informally and formally provides training and supportInteract harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.Conform to acceptable punctuality/attendance standards as expressed in the Employee Handbook.Travel, up to 25% of the time. Perform additional duties as requested.

Knowledge/Skills/Experience Requirements:

Must be high energy and motivated individuals.High school diploma or equivalentSome college required but college degree preferredMinimum 12 months customer service experience requiredExcellent business development and customer service skillsSolid PC skills required:  word processing, spreadsheet software, presentations, graphics

Physical Demands/Conditions Requirements:

General office environment.  Moderate lifting (to 35 lbs.) required.  Moderate reaching, walking, sitting and standing required.

Equipment Used:

General office equipment.

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.