Merchant Support Representative

Summary

The incumbent will be primarily responsible for managing and maintaining the bank’s merchant relationships to include client/merchant visits to cross sell electronic commercial products, solicit new business and provide effective merchant support services to maintain relationships. The individual will also be working with internal sales officers to expand the bank’s merchant services business.

Responsibilities

• Support key strategic product initiatives such as:

  • • Desktop POS, mPos, E-commerce and other e-Business related products and services.
• • Performs Merchant Setup and Maintenance to include onboarding of merchants (documentation, installation of POS devices and training in use of these devices and existing Card acceptance procedures).
• • Provides technical and product related assistance to the sales team in pursuit of new clients and/or in support of expansion opportunities with existing customers. Support the Business Banking / Commercial Officers with achieving their financial objectives by recognizing and satisfying client needs through an understanding of the selling process and providing solutions (electronic banking products and services) based on their needs.
• • First point of contact for merchant escalations, queries, issues and responsible for resolution and/or escalation to relevant departments. Provide support to merchants in the daily operation of their business, which can also take the form of - training of staff, site visits, delivery of decals and /or machine rolls and overall maintenance support.
• • Supports Business Banking and Commercial Banking Officers with review of merchant applications for completeness and accuracy with shared responsibility for maintaining proper and complete merchant files and records.
• • Participates in sales presentations and provides demos focused on presenting the Payment Services and Technical Infrastructure as well as the specific product solutions proposed to the client.
• • Provides the main channel, along with internal partners, for the distribution & deployment of POS devices, marketing materials (to include decals and any other collaterals) and any other required documentation to be distributed to the merchant network.

Required Skills

• • Ability to understand and carry out bank procedures and detailed instructions
• • Good interpersonal and time management skills
• • Initiative and flexibility
• • Ability to plan and organize work effectively without micro-management by supervisor
• • Ability to communicate effectively in both oral and written formats
• • Detail oriented with good analytical, problem solving and technical skills
• • Ability to cope with variable workload
• • Must be highly team-oriented
• • Effective listening skills

Qualifications

• • Degree in Computer Science, Finance, Accounting, Business Administration or equivalent
• • A Minimum of two (2) years’ experience in Banking with practical experience in performing a variety of back-office functions and /or Retail Banking (branch).
• • Knowledge of the Bank’s Policies and Procedures
• • Knowledge of the bank’s products and related fees & service charges
• • Working Knowledge of the AML Policy sufficient to detect anything that would compromise the bank’s position.

Additional Information and Instructions

• Working Conditions:

  • • Handling irate customers
  • • May be required to work outside of normal working hours
  • • Travelling is required for client meetings, merchant setup and support.

About First Global Bank Limited

First Global Bank is a Jamaican-based commercial bank and a wholly-owned subsidiary of GraceKennedy Limited. Operating since 2002, FGB has a reputation of redefining the banking experience through its commitment to technology and a high standard of service delivery. The bank was first to deliver several digital channels including the Caribbean’s First Video Teller Machine and expanded service delivery through agent banking services. FGB also offers one of the best rated online banking platforms (Global Access). First Global Bank currently operates eight (8) main branches and fourteen (14) banking agents across Jamaica.

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