JOB SUMMARY

The Merchant Services Sales Officer contributes to the growth and retention of the Bank’s Merchant Services program by combining consultative sales activity with hands-on implementation and ongoing service. Working in a supportive capacity to the Merchant Services Sales Manager, this role assists with prospecting, discovery, proposal and pricing preparation, and converting opportunities to new merchant relationships. The role also serves as a primary coordinator for merchant onboarding—from application/boarding and equipment provisioning through setup, integration, training, compliance, and post-go-live support—partnering with internal stakeholders and third-party vendors to deliver an excellent merchant experience while maintaining card brand, regulatory, and PCI requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Support new business development by assisting with outbound prospecting, lead follow-up, and maintaining a robust pipeline within the Bank’s geographic area.
Participate in networking functions, community events, and merchant visits to build relationships and identify prospective clients.
Assist with discovery by gathering merchant requirements, processing volumes, and integration needs to help identify appropriate solutions.
Develop proposals and pricing inputs that address merchant needs, concerns, and objectives; complete statement analysis as needed.
Overcomes objections and handles negotiations by clarifying requirements, documenting agreements, and ensuring pricing aligns with program guidelines and approvals.
Prepare, track, and coordinate execution of required applications, forms, and agreements for merchant onboarding/boarding in accordance with Bank policy and compliance requirements.
Configure merchant accounts by applying approved pricing, gateway settings, and processor parameters; validate accuracy prior to go-live.
Provision terminals and peripherals by ordering equipment, loading parameters, coordinating shipping/pickup, tracking readiness, and completing test transactions.
Coordinate POS/integration setup by gathering requirements, communicating with vendors/technical support, and troubleshooting issues through resolution.
Schedule and coordinate installations and merchant training by aligning calendars with merchants, vendors, and internal partners; provide clear go-live and follow-up communications.
Ensure PCI and program compliance by documenting requirements, coordinating dual pricing/surcharging setup (as applicable) per guidelines, and supporting ongoing compliance efforts.
Provide ongoing merchant support by responding to inquiries, opening and managing tickets, documenting outcomes, and communicating status and next steps.
Manage chargebacks and escalations by notifying merchants of chargebacks/retrievals, coordinating responses, and escalating terminal or technical issues as needed.
Maintain accurate pipeline, implementation, and service records through use of tracking tools; submit activity and progress reporting and support sales goal tracking.
Support retention and referral generation by coordinating merchant check-ins/visits, identifying cross-sell opportunities, and seeking referrals from satisfied merchant clients.
Skills, Training, Experience:
Associate’s degree in business, finance, or related field and one or more years of experience in merchant services/payment processing or 3+ years of related financial products sales, sales support, banking operations, or client service; or equivalent combination of education and experience
Working knowledge (or ability to learn) card processing fundamentals, statement analysis, gateways/terminals, chargebacks, integrations, and PCI requirements; solid understanding of relevant compliance, legal, and regulatory considerations
Demonstrated ability to organize and execute sales and implementation activities simultaneously, including effective sales planning, networking, and meeting activity or sales goals; strong communication, relationship-building, and follow-through skills

Physical Requirements and Working Conditions:

Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
Must be able to lift approximately 20 pounds on occasion.
Requires periodic travel to-and-from client locations and within the Bank’s geographic area.
Workspaces are generally comfortable and pleasant.

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