Merchant Services Production Support Leader
Posted on: 11 Mar 2021
Wilson, NC
Job Description
Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
Responsible for enhancements and ongoing system support for Merchant Onboarding and other third-party vendor production environment to support client acquisition and enhancing the client experience. Coordinate with internal bank partners such as IT, financial operations, and risk teams to implement boarding system enhancements and resolve production issues.
Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Support day-to-day workflow processes for merchant onboarding and maintenance focusing on turnaround time while maintaining quality assurance standards to ensure efficient client activation Manage team service level metrics including minimizing onboarding time, error rates, third-party SLA oversight, and client feedback. Evaluate alternative onboarding systems, processes, and channels to align with client acquisition strategies Lead all testing efforts for production releases and implement business rule enhancements to internal and external onboarding platforms. Master all internal and external electronic payment processing systems in order to understand the functionality and performance of each data element modified and entered into these systems. Develop and distribute training materials to internal teammates and all sales channels.
Qualifications
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associates degree in a related field, or equivalent education or related training or experience 5+ years project management experience in financial services or in a production environment 5+ years experience with a payment processor including Total Systems Services (TSYS), Merchant Management System (MMS), Merchant Connection, ACH, Salesforce, and other CRM applications. Excellent verbal and written communication skills to include accuracy and relevant client information Ability to work independently with minimum supervision in a detailed oriented environment Excellent analytical and troubleshooting skills
Preferred Qualifications:
Bachelors degree in a related field or equivalent education or related training or experience Three years experience leading a production team to achieve service level metrics PMP, CAPM, or other professional certifications
Other Job Requirements / Working Conditions
SunTrust Banks
Atlanta, GA
SunTrust Banks, Inc. operates as the holding company for SunTrust Bank that provides various financial services for consumers, businesses, corporations, institutions, and not-for-profit entities in the United States. It operates in two segments, Consumer and Wholesale. The Consumer segment provides deposits and payments; home equity and personal credit lines; auto, student, and other lending products; credit cards; discount/online and full-service brokerage products; professional investment advisory products and services; and trust services, as well as family office solutions. This segment also offers residential mortgage products in the secondary market.
The Wholesale segment provides capital markets solutions, including advisory, capital raising, and financial risk management; asset-based financing solutions, such as securitizations, asset-based lending, equipment financing, and structured real estate arrangements; cash management services and auto dealer financing solutions; investment banking solutions; and credit and deposit, fee-based product offering, multi-family agency lending, advisory, commercial mortgage brokerage, and tailored financing and equity investment solutions. This segment also offers treasury and payment solutions, such as operating various electronic and paper payment types, which comprise card, wire transfer, automated clearing house, check, and cash; and provides services clients to manage their accounts online.
The company offers its products and services through a network of traditional and in-store branches, automated teller machines, Internet, mobile, and telephone banking channels. As of December 31, 2018, it operated 1,218 full-service banking offices located in Florida, Georgia, Virginia, North Carolina, Tennessee, Maryland, South Carolina, and the District of Columbia. SunTrust Banks, Inc. was founded in 1891 and is headquartered in Atlanta, Georgia.
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IndustryBanking/Financial Services
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No. of Employees22,899
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Website
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Jobs Posted2598
