Overview

Description: INTRODUCTION We welcome you to join our Chino Commercial Bank Team!We are currently seeking for a Qualified Merchant Services Representative who is passionate, driven, collaborative, and solutions minded individual to join our team.We are dedicated in creating a championing environment where you can grow and thrive. Our Mission is to provide exceptional customer service to make a difference in the lives of our customers and communities.SUMMARYThe Merchant Services Customer Service Support Representative provides exceptional support to Merchants and bank personnel by handling inquiries, troubleshooting equipment and POS issues, and ensuring timely resolution of service requests. This role requires strong customer service skills, technical aptitude, and the ability to work collaboratively to meet service level agreements. This employee must maintain compliance with audit, internal controls, security, BSA, CTR standards. Requirements: ESSENTIAL DUTIESWork closely with everyone in Bankcard Services and assist with the Bank's merchant services strategy including revenue and expenses and year-over-year growth.Build, configure, set up, deliver, and install gateway and equipment for merchants.Receive, review, underwrite, compile necessary documents and signatures from merchant applications for boarding and approval process.Provide technical support and answer customer phone calls.Review daily risk reports for potentially fraudulent activity and communicate with merchants to confirm and verify suspicious, large, or unusual transactions.Receive and review daily account reports from processor and from the cards brands; reconcile differences and balance the settlement account daily with interchange fees, wires, NACHA file, etc.Strip transactions when needed as required by the merchant before going out for settlement. Post necessary daily positing to balance the settlement account and keep necessary data updated and correct.Monitor merchants' portfolio and their PCI status on a consistent basis. Provide support and help merchants get PCI complaint by assisting with all aspects of the PCI compliance process (merchant profile, SAQ, quarterly scan, and ASV submission).Play an important role in the development and growth of staff through excellent communication skills, both verbal and written.Use cost analysis tools customized to Bank requirements for residual income and subsequent presentation of pricing, product and service offerings to prospective merchant clients. Completes application and boarding documentation, boarding of accounts and coordination of equipment and/or services to clients.Acts as a subject matter expert in products and services and is capable of articulating the product's features, functions and benefits to various audiences, i.e. internal employees, clients and industry contacts.Source and develop prospects and potential clients and secure business banking services and product sales.May perform routine and intermediate branch and customer service duties.Assists in answering telephones and directs callers to proper Bank personnel.Provides effective customer service and assists in resolving problems within given authority.Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.Records, files, scans, updates information and sorts reports as required.May type routine letters, reports and forms.Maintains files; copies and faxes documents.SECONDARY DUTIESThe position of Merchant Services Rep. performs duties specific to the position and other functions as assigned.SUPERVISORY RESPONSIBILITYThe position of Merchant Services Rep. is not responsible for the supervision of any employee(s), however the incumbent is required to provide leadership, training and support to less experienced staff members.PHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to s