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Merchant Services Manager
Ref No.: 18-05304
Location: San Francisco, California
Position Type:Direct Placement
Start Date: 05/22/2017
My direct client in San Francisco is looking for a Merchant Services Manager to add to their team.

Title: Merchant Services Manager
Type: 6 month contract to hire
Salary: DOE
Location: San Francisco, CA

As part of the ePayments Client Operations organization, the Merchant Services team manages the operational relationship with merchants to deliver a fully integrated Omni-channel customer service.

The Merchant Services Manager is responsible for responding to merchant operational inquiries, incidents and customer originated projects. The manager also directly supports a small number of key merchants as assigned by the Team Leader. The manager trains new merchants on how customer payment processing integrates and inter-operates with our platforms, including front end transaction processing, transaction responses and back-end. In addition, the manager will participate in regular business reviews and perform ad-hoc analysis to ensure optimal performance within each merchant's payment method portfolio.

Key Responsibilities
  • Train new merchants on ePayments products and processes.
  • Provide daily support to merchants by phone, email, and web based services and social media.
  • Analyze merchant data sets and process flows to improve conversion rates and reduce merchant's customer support volume.
  • Contribute to merchant retention by identifying service gaps and opportunities.
  • Work with merchants and IT and operation teams in support of meeting and exceeding merchant service level expectations.
  • Promote "one team” mentality by effectively communicating across ePayments departments.

Critical Competencies
  • Customer-centric mindset and exceptional communication skills.
  • Proactive, results driven and accountable for personal and organizational objectives..
  • Ability to work independently and as a team player across departments and regions.
  • Strong quantitative and critical thinking skills.
  • Familiar with and desire to further learn API technologies and web services a plus.

Experience
  • Minimum of 2 years of professional experience in a comparable customer/merchant facing position; in the e-commerce and/or payments industry preferred.
  • Experience with ePayments strongly preferred
  • Bachelor degree or equivalent
  • Ability to use Microsoft Office Suite
  • Spanish language a plus.
  • SQL reporting a plus
If qualified and interested, please send an updated resume to Jade at Jade.Kling@mondo.com!