Client Relations Product Specialist

Bank of America Merchant Services
Hagerstown, MD
May 17, 2018
May 24, 2018
Accountant, IT
Full Time
Bank of America Merchant Services connects businesses and consumers by doing payments better. In an increasingly complex marketplace, we empower businesses to give consumers the right commerce experience. We consult with businesses to customize solutions that integrate selling channels, open new markets, solve problems using data, stay secure and, ultimately, accomplish more. Banc of America Merchant Services, LLC is the result of a strategic alliance between Bank of America and First Data Corp. As an industry leader with a powerful commitment to the merchant business, Bank of America Merchant Services delivers a comprehensive suite of innovative payment solutions to merchants of all sizes. We are the number one US payments processor today with over 13.5 billion credit card transactions processed annually, representing approximately 300,000 merchant based relationships. We have industry-leading products, world-class technology solutions, an expansive geographic footprint, and 2,100 full-time associates. We offer outstanding career opportunities and advancement and we promote a healthy work/life balance through special benefits and programs. Bank of America Merchant Services is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled. The Client Relations Product Specialist is an advanced retention driven role that is responsible for advising clients on additional products and solutions that may benefit their business or be required for compliance reasons. This role identifies client needs proactively as well as reactively. This role works with existing clients through outbound call campaigns and programs, as well as through inbound queue calls from client support teams. They position market appropriate solutions such as point of sale equipment, software, and application updates, with the goals being to deepen the Bank of America Merchant Services relationship and ensuring that our clients are compliant with industry requirements.Essential Functions Deepen and retain customer relationships by consulting with clients on value added products and solutions Effectively communicate information and compliance related changes to customers regarding products and pricing Attain monthly goals and key performance objectives Make outbound calls and receive inbound calls from existing customers Interface with various internal departments and bank contacts to resolve product-related client concerns Provide timely and on-going follow up to clients and partners as requests and issues are fully resolved Evaluate client profiles to understand and recommend new product offerings to increase revenue flow Provide clients with excellent experience and facilitate client retention by building strong client-relationships Manage information databases and client contact plans to develop each client profile and continually assess and anticipate their needs Preferred Skills Working knowledge of the entire merchant operation preferred Team player with the proven ability to interact well with others Superior verbal and written communication skills, customer service orientation Strong organization skills and ability to learn/implement new procedures quickly Superior problem solving and negotiation skills Strong listening skills Required Experience High School Diploma or equivalent Bachelor's Degree preferred: or equivalent combination of education and experience 1+ years of customer service experience Strong financial aptitude and ability to analyze merchant pricing and interchange Superior communication and listening skills with demonstrated ability to solve problems and negotiate win-win situations Payments industry experience Tools Proficient in Microsoft Excel, Word, PowerPoint, and Outlook. Ability to quickly learn various client management applications such as Physical Requirements Standard office environment: work typically involves close visual acuity on a computer to access view, read, prepare and analyze data and other written communications. Travel Infrequent travel may occasionally be required for training or meetings. This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.5301#LI-VK1Bank of America Merchant Services ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law. The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer's legal duty to furnish information. Nearest Major Market: Hagerstown Job Segment: Bank, Banking, Consulting, Finance, Technology