Merchant Services Sales Officer

Department: Cash Management

Reports to: Merchant Services Sales Manager

FLSA: Exempt

Last Modified: 5.1.26

JOB SUMMARY

The Merchant Services Sales Officer contributes to the growth and retention of the Bank’s Merchant Services program by combining consultative sales activity with hands-on implementation and ongoing service. Working in a supportive capacity to the Merchant Services Sales Manager, this role assists with prospecting, discovery, proposal and pricing preparation, and converting opportunities to new merchant relationships. The role also serves as a primary coordinator for merchant onboarding—from application/boarding and equipment provisioning through setup, integration, training, compliance, and post-go-live support—partnering with internal stakeholders and third-party vendors to deliver an excellent merchant experience while maintaining card brand, regulatory, and PCI requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support new business development by assisting with outbound prospecting, lead follow-up, and maintaining a robust pipeline within the Bank’s geographic area.
• Participate in networking functions, community events, and merchant visits to build relationships and identify prospective clients.
• Assist with discovery by gathering merchant requirements, processing volumes, and integration needs to help identify appropriate solutions.
• Develop proposals and pricing inputs that address merchant needs, concerns, and objectives; complete statement analysis as needed.
• Overcomes objections and handles negotiations by clarifying requirements, documenting agreements, and ensuring pricing aligns with program guidelines and approvals.
• Prepare, track, and coordinate execution of required applications, forms, and agreements for merchant onboarding/boarding in accordance with Bank policy and compliance requirements.
• Configure merchant accounts by applying approved pricing, gateway settings, and processor parameters; validate accuracy prior to go-live.
• Provision terminals and peripherals by ordering equipment, loading parameters, coordinating shipping/pickup, tracking readiness, and completing test transactions.
• Coordinate POS/integration setup by gathering requirements, communicating with vendors/technical support, and troubleshooting issues through resolution.
• Schedule and coordinate installations and merchant training by aligning calendars with merchants, vendors, and internal partners; provide clear go-live and follow-up communications.
• Ensure PCI and program compliance by documenting requirements, coordinating dual pricing/surcharging setup (as applicable) per guidelines, and supporting ongoing compliance efforts.
• Provide ongoing merchant support by responding to inquiries, opening and managing tickets, documenting outcomes, and communicating status and next steps.
• Manage chargebacks and escalations by notifying merchants of chargebacks/retrievals, coordinating responses, and escalating terminal or technical issues as needed.
• Maintain accurate pipeline, implementation, and service records through use of tracking tools; submit activity and progress reporting and support sales goal tracking.
• Support retention and referral generation by coordinating merchant check-ins/visits, identifying cross-sell opportunities, and seeking referrals from satisfied merchant clients.
• Skills, Training, Experience:
• Associate’s degree in business, finance, or related field and one or more years of experience in merchant services/payment processing or 3+ years of related financial products sales, sales support, banking operations, or client service; or equivalent combination of education and experience
• Working knowledge (or ability to learn) card processing fundamentals, statement analysis, gateways/terminals, chargebacks, integrations, and PCI requirements; solid understanding of relevant compliance, legal, and regulatory considerations
• Demonstrated ability to organize and execute sales and implementation activities simultaneously, including effective sales planning, networking, and meeting activity or sales goals; strong communication, relationship-building, and follow-through skills

Physical Requirements and Working Conditions:

• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able to lift approximately 20 pounds on occasion. 
• Requires periodic travel to-and-from client locations and within the Bank’s geographic area.
• Workspaces are generally comfortable and pleasant.