Career Opportunity with Emerging Leader in Recession-Proof Industry!

Company Description:

 

Merchant Services provides merchants the tools to accept all major credit cards, ATM/Debit cards, personal checks and gift cards, as well as online Internet transactions, for local retail merchants as well as large National Retailers.

Offering the most technologically advanced systems in the marketplace, and more services and unparalleled customer service for less cost, we are in the business of helping people get more out of their businesses. In today's competitive market, it is important to represent a company that not only has an excellent reputation, but also has the infrastructure to handle both large corporations and small, proprietor-operated businesses.

 

NATURE OF THE JOB

Basic Purpose & Objective of the Position:

 

As a member of the Corporate Operations Leadership Team, the Corporate Office Manager will manage a supervisor team of 3-5 individuals as well as oversee the daily operation of the Merchant Activation, Deployment, Customer Service and Collections Teams.  This position will be responsible for recommending, developing and executing operational plans and policies to maintain efficiency as well as focusing on workflow and labor analysis, team development, coaching and counseling, Escalated Merchant concerns and general office administration and reward and recognition.

 

The Corporate Office Manager will oversee all aspects of recruiting, training and the continual development of highly competent and motivated team, including strategic plans to ensure staffing is appropriate at all times.

 

This position requires an individual with exceptional written and verbal communication skills, exceptional leadership experience/skills focusing with a proven track record of team development, strong computer skills, attention to detail and the ability to work independently with minimal direction and with all levels of management.

 

 

PRINCIPAL ACCOUNTABILITIES

 

1)  Daily Operation Facilitation

 Manage and develop all members of the Corporate Operations Team

 Oversee all aspects of the recruitment and staffing, including resume reviews, interviews, and final candidate selection

 Monitor Corporate Operations team performance – develop and implement systems to address both strong and sub-par performance

 Provide appropriate levels of reward and recognition to exceptional team members; ensure that recognition efforts are integrated into every aspect of daily operations

 

 

2) Merchant Rate Adjustments & Credits

 Partner with the Customer Service Supervisor to review and approve all Merchant Rate Adjustments and Credits prior to bank submission.

 

 

3) Escalated Merchant Concerns (Tier III)

 Support the Loss Prevention Manager as back-up point of contact for escalated Merchant concerns.

 Facilitate the research to uncover the root cause of Merchants’ concern. 

 Maintain active communication with the Merchant or Merchant’s representative; respond in a timely manner; document all correspondence.

 Keep all communication at a positive and professional level.

 Partner with Corporate attorney as necessary garnering approval from Senior Leadership prior to initiating contact.

 Serve as representation in instances where Corporate requires a presence during court proceedings.

 Document, track and archive all escalated Merchant concerns for future reference.

 Partner with Satellite offices to find resolutions for escalated Merchant concerns within their portfolio.

 Prepare a weekly report summarizing all open and pending resolution escalated Merchant Concerns.

 

 

4) Better Business Bureau

 Serve as the back-up point of contact for escalated Merchant concerns reported to the Better Business Bureau.

 Facilitate the research to uncover the root cause of the Merchants’ concern. 

 Respond in a timely manner; document all correspondence.

 Maintain a minimum ‘B’ rating.

 

 

5) General Administration

 Review and approve (as appropriate) all Corporate Employee time off requests and adjustments.

 Submit all documents in a timely manner to Accounting/Payroll prior to cutoff.

 Coordinate any IT related issues with the IT Helpdesk.

 

6) Facilities Management

 

· Partner with the Executive Assistant on the coordination of Building maintenance and repairs.

 

 

7) Special Projects

 Facilitate projects as assigned by the Senior Leadership team.