Merchant Services Operations Specialist (Bilingual) at BancFirst

Onsite Position - BancFirst Tower, Downtown Oklahoma City

100 N. Broadway Avenue, Oklahoma City 73102

Full Time:  8:00 a.m. to 5:00 p.m. M-F

POSITION SUMMARY

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.   

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

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. 

REQUIREMENTS

Bilingual – Fluent in Spanish   

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 3^rd 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

PREFERRED SKILLS AND QUALIFICATIONS

Experience in the banking industry or equivalent is preferred.

PHYSICAL REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Constant use of computer screens with long periods of typing and repetitive motion.

Ability to operate a computer keyboard, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear  

Intermittently standing, stooping, bending at the waist, walking, kneeling or crouching 

Ability to sit and/or stand for long periods of time during the workday and lift, move or carry 5 pounds

Hometown service, statewide strength. BancFirst is committed to investing in the future of Oklahoma communities. BancFirst is a $12 billion bank offering personal and commercial products, trust, insurance, and investment services in fifty-nine Oklahoma communities. Employees enjoy excellent benefits and a learning environment that allows them to continuously improve their skills to deliver highly personalized service to customers.
EOE/AA - BancFirst is an Equal Opportunity and Affirmative Action employer.

Diversity…Our differences enhance business performance.