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Senior Operations Consultant(Settlements Consultant)Merchant Services

Frederick, Maryland;

Job Description:

Line of Business Role Description

The Hardware Deployment Consultant is responsible for assisting clients and Bank associates with the deployment of merchant point of sale terminals and peripherals in support of merchant payment solutions provided by Bank of America. This position is responsible for ensuring that each customer interaction is exceeding customer and company expectations.  In this role, the Hardware Deployment Consultant will interact daily with both hardware manufacturing and deployment vendors and client-facing associates to ensure that Bank of America’s delivery of merchant equipment is viewed as best-in-class in the market.  He/She will become a technical expert in the merchant services products and solutions offered by Bank of America and be well versed in solutions in the market.

·       Handle tickets from internal customers in an efficient, courteous, and knowledgeable manner to support the deployment of merchant point of sale terminals and peripherals to clients

·       Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams

·       Ensure that all inquiries taken have been resolved and if not resolved, ensure escalation has been done and responses have been documented

·       Proactively determine ways to improve service and reduce the number of inbound issues

·       Maintain an open line of communication regarding events, outstanding issues and issue follow-up

·       Assist with reporting analysis and documentation

·       Resolve problems by gathering information and conducting research to find a correct solution

·       Acquire and maintain a working knowledge of a wide range of hardware deployment solutions

·       Maintain documentation for the inquiries received and job function responsibilities

·       Provide 3 month rolling forecast per equipment part # on a monthly basis. Forecast input provided by Product and Sales

·       Weekly Snapshot report detailing weekly and MTD data on carryover orders

·       Coordination and/or approval of equipment part # additions, changes, and removal to order types per the equipment life cycle

·       Partner with Marketing and Product on collateral setup

·       Key contributor to program and owner of operational processes

Required Skills

  • 3-5 years of experience managing the delivery of hardware, including logistics, upgrades, servicing and  large deployment projects
  • 3-5 years of experience in Credit Card/Merchant Services industry experience preferred
  • Prior experience performing duties and making decisions in client-oriented environment with degree of urgency to enable the right client experience while maintaining patience and tact
  • Excellent interpersonal, written, and oral communication skills
  • Ability to solve complex problems through root cause analysis and collaborate across a wide population.
  • Analytical skills, understanding of basic statistics and continuous improvement methodologies.
  • Ability to express ideas in a clear and concise manner
  • Excellent presentation skills (building and delivering)
  • Strong consensus building ability with effective conflict resolution and negotiation skills
  • Ability to take initiative and effect change
  • Project management experience is preferred
  • Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

The Hardware Deployment Consultant is responsible for assisting clients and Bank associates with the deployment of merchant point of sale terminals and peripherals in support of merchant payment solutions provided by Bank of America. This position is responsible for ensuring that each customer interaction is exceeding customer and company expectations.  In this role, the Hardware Deployment Consultant will interact daily with both hardware manufacturing and deployment vendors and client-facing associates to ensure that Bank of America’s delivery of merchant equipment is viewed as best-in-class in the market.  He/She will become a technical expert in the merchant services products and solutions offered by Bank of America and be well versed in solutions in the market.

·       Handle tickets from internal customers in an efficient, courteous, and knowledgeable manner to support the deployment of merchant point of sale terminals and peripherals to clients

·       Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams

·       Ensure that all inquiries taken have been resolved and if not resolved, ensure escalation has been done and responses have been documented

·       Proactively determine ways to improve service and reduce the number of inbound issues

·       Maintain an open line of communication regarding events, outstanding issues and issue follow-up

·       Assist with reporting analysis and documentation

·       Resolve problems by gathering information and conducting research to find a correct solution

·       Acquire and maintain a working knowledge of a wide range of hardware deployment solutions

·       Maintain documentation for the inquiries received and job function responsibilities

·       Provide 3 month rolling forecast per equipment part # on a monthly basis. Forecast input provided by Product and Sales

·       Weekly Snapshot report detailing weekly and MTD data on carryover orders

·       Coordination and/or approval of equipment part # additions, changes, and removal to order types per the equipment life cycle

·       Partner with Marketing and Product on collateral setup

·       Key contributor to program and owner of operational processes

Required Skills

  • 3-5 years of experience managing the delivery of hardware, including logistics, upgrades, servicing and  large deployment projects
  • 3-5 years of experience in Credit Card/Merchant Services industry experience preferred
  • Prior experience performing duties and making decisions in client-oriented environment with degree of urgency to enable the right client experience while maintaining patience and tact
  • Excellent interpersonal, written, and oral communication skills
  • Ability to solve complex problems through root cause analysis and collaborate across a wide population.
  • Analytical skills, understanding of basic statistics and continuous improvement methodologies.
  • Ability to express ideas in a clear and concise manner
  • Excellent presentation skills (building and delivering)
  • Strong consensus building ability with effective conflict resolution and negotiation skills
  • Ability to take initiative and effect change
  • Project management experience is preferred
  • Microsoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and Project

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21051621

Band: H5

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0