Merchant Services Program Manager - Williamsburg

Overview:

Chesapeake Bank-

We offer competitive benefit plans and have high levels of job satisfaction. Chesapeake puts an emphasis on knowing that we are only as strong as the communities we serve, therefore we contribute service hours and money to our local communities.

Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.

Want to read more about why you should join the team, click the link below: Top 10 Reason You Should Explore a Career with Chesapeake Bank

Summary:

Chesapeake Payment Systems faces new opportunities for innovation on a regular basis making it crucial that all employees embrace change and have the ability to adapt and apply new skills.

Responsibilities:

• Strong leadership skills with the ability to lead, motivate, and develop direct reports.
• Efficiently manage the customer service team with a focus on client experience.
• Effective management of team to include interviewing, hiring, training employees, planning and directing tasks, appraising performance, and rewarding or redirecting performance.
• Review merchant contracts and/or analyzes statements in order to prepare and present proposals to new prospects.
• Responsible for managing and updating merchant pricing.
• Manages the implementation and onboarding of new customers.
• Maintains PCI Compliance program.
• Performs complex analysis of data, processes, policies, procedures, and/or systems.
• Composes thorough and detailed written documentation, procedures, manuals, etc.
• Ensures team is complying with all departmental and organizational policies and procedures.
• Monitor underwriting review and risk analysis as an escalation point.
• Review new developments in payments industry, participating in the evaluation of potential products. May recommend the implementation of new products or the modification of existing products.
• Works with Branch Managers, Commercial Lenders, and Business Development to market and support products and services, accelerate growth, provide quality service, and retain merchant relationships.
• Participate in the development of a market strategy and the establishment of a market objectives for each product in order to maximize profitability and meet customer needs. Conducts robust analysis of the program performance data and reports results to appropriate managers and staff.
• Reviews reports and data on an ongoing basis to ensure the safety, soundness, and profitability of the program.
• Responsible for maintaining referral and incentive reporting.
• Continuously supports the Bank’s Mission Statement and Core Values.
• Assists management with special products.
• Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes.
• Other duties as assigned.

Requirements:

• Preferred experience of five or more years of merchant services with a strong background in customer service management.
• Five or more years of managing a team in a customer service environment.
• Establishes and maintains effective, collaborative work relationships both internally and externally.
• Intuitive with an ability to problem solve complex and time sensitive situations.
• Aptitude to learn new software programs and job functions.
• Able to identify opportunities to increase accuracy and optimize resources and develops/recommends/implements solutions.
• Ability to interact and collaborate with others in the company as a team player.
• Travel to visit customers as required to satisfy job responsibilities.
• Proficient with Microsoft Office applications including Outlook, Word, and Excel.
• Comfortable in a technology-based environment.
• Proven excellent verbal and written communications skills.