Merchant Services Operations Specialist 

Oklahoma City, OK

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. 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

Manage onboarding of new merchant accounts

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.

REQUIREMENTS

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

PREFERRED SKILLS

Bilingual (Spanish) a plus

PHYSICAL REQUIREMENTS

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

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.