What are the responsibilities and job description for the Operations Lead – Merchant Implementation position at BASYS Processing?
Summary
Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. Uses direct supervision to lead an assigned team of associates in the Merchant Implementation Coordinator role. Oversees the Merchant Implementation process and works to consistently improve it. Perform a variety of activities to manage people and processes producing excellent customer service, both internal and external. Applies knowledge of systems, procedures, and customers to perform diverse assignments in support of the day-to-day business efforts.
Duties & Responsibilities
Essential Functions
- Initial and main point of contact for Senior positions; backs up when Senior is out
- Subject matter expert in business processes
- Assist in design and implementation of new business processes
- Utilize available tools to ensure maximum coverage and adequate staffing of department
- Where applicable, maintain and promote high standards to ensure 90% or more of merchants rate their experience with Basys as Very Positive
- Ensure day-to-day activities, projects, and assignments are completed by assigned team within SLA
- Resolve product or service problems by researching and determining the cause of the problem, expediting correction, and documenting resolution
- Provide escalated technical support to customers among a variety of product categories
- Coach assigned team members utilizing on the spot conversations, monthly 1-1s, monthly meetings, SMART goals, and annual performance evaluations
Additional Responsibilities
- Consistently meet goals for growth, retention, SLAs as applicable, and surveys for the department
- Work with internal departments to ensure world class service for internal and external customers
- Collaborate and contribute to training new associates
- Promote and coach appropriate work behavior following guidelines from the handbook and management
- Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to all impacted parties
- Complete other assigned duties as requested
Requirements
- This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
Education & Experience
- Associate’s or Bachelor’s Degree Preferred
- Prefer two or more years’ experience in a Management or Leadership capacity
- Knowledge of Bankcard industry and its procedures is preferred but not required
- Strong Communication Skills Required
- Proficiency in Microsoft Office Suite, CRM
Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.
Basys is an equal opportunity employer.