Merchant Services Retention Specialist I
Oklahoma City, OK
The Merchant Services Retention 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. Merchant services utilizes many different technologies, an aptitude for the current technologies is a must. Work duties are performed from 8:00 AM to 5:00 PM, Monday – Friday at the Support Center in Oklahoma City.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Conduct outbound calls to:
· Welcome new customers and cover key support functions available to them
· Notify customers about potential processing issues
· Inquire of customer’s satisfaction with existing services and identify any additional needs
Receive inbound calls to:
· Support the Banks in servicing their customers
· Answer questions and address processing issues from customers
Assist in developing and presenting proposals to current and prospective customers
Participate with retention team to meet or exceed defined retention and revenue goals
Participate with retention team to meet or exceed customer service standards
Record detailed notes in retention pipeline to document activities
Maintain awareness of all new developments in products and services as well as policy, technology and sales initiatives to support merchant customers
Follow all policies and procedures as provided by the bank
Assist with other job related duties and special projects as requested
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Ability to work as a part of a cross-functional team in a fast paced environment
Excellent interpersonal, leadership, organizational, and communication skills
Assertive, yet consultative customer friendly communications skills
Proficient in Microsoft Office and knowledge of, or the ability to quickly learn, banking software applications
Exceptional work ethic
Ability to communicate with all levels in an organization
Bilingual (Spanish) a plus
Constant use of computer screens
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
Long periods of typing and repetitive motion
Ability to lift and/or move and carry 5 pounds
101 N. Broadway
Oklahoma City, OK 73102
8:00 a.m. to 5:00 p.m. M-F
Hometown service, statewide strength. BancFirst is committed to investing in the future of Oklahoma communities. BancFirst is an $8.4 billion bank offering personal and commercial products, trust, insurance, and investment services in fifty-eight 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.
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