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    Merchant Service Retention Specialist I

    BancFirst
    Job Description

    Merchant Services Retention Specialist I

    Oklahoma City, OK                                      

     

     

     

    POSITION SUMMARY

     

    The Merchant Services Retention Specialist is responsible for servicing new and existing merchant customers.   Communications skills are critical as the job supports customers through inbound and outbound calling activities.   Successful candidates are well organized, effective communicators with strong interpersonal and negotiation skills.   Merchant services utilizes many different technologies, an aptitude for the current technologies is a must.  Work duties are performed from 8:00 AM to 5:00 PM, Monday – Friday at the Support Center in Oklahoma City.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Conduct outbound calls to:

    • Welcome new customers and cover key support functions available to them
    • Notify customers about potential processing issues
    • Inquire of customer’s satisfaction with existing services and identify any additional needs

     

    Receive inbound calls to:

    • Support the Banks in servicing their customers
    • Answer questions and address processing issues from customers

     

    Assist in developing and presenting proposals to current and prospective customers

     

    Participate with retention team to meet or exceed defined retention and revenue goals

     

    Participate with retention team to meet or exceed customer service standards

     

    Record detailed notes in retention pipeline to document activities

     

    Maintain awareness of all new developments in products and services as well as policy, technology and sales initiatives to support merchant customers

     

    Follow all policies and procedures as provided by the bank

     

    Assist with other job related duties and special projects as requested

     

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

     

     

    REQUIREMENTS

     

    Ability to work as a part of a cross-functional team in a fast paced environment

     

    Excellent interpersonal, leadership, organizational, and communication skills

     

    Assertive, yet consultative customer friendly communications skills 

     

    Proficient in Microsoft Office and knowledge of, or the ability to quickly learn, banking software applications 

     

    Exceptional work ethic 

     

    Ability to communicate with all levels in an organization

     

     

    PREFERRED SKILLS

     

    Bilingual (Spanish) a plus

     

     

    PHYSICAL REQUIREMENTS

     

    Constant use of computer screens 

     

    Ability to operate a computer keyboard, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear  

     

    Intermittently standing, stooping, bending at the waist, walking, kneeling or crouching 

     

    Ability to sit and/or stand for long periods of time during the workday


    Long periods of typing and repetitive motion


    Ability to lift and/or move and carry 5 pounds

     

     

    LOCATION

     

    BancFirst, Downtown Oklahoma City

    101 N. Broadway

    Oklahoma City, OK  73102

     

     

    HOURS

     

    Full Time

    8:00 a.m. to 5:00 p.m. M-F

     

     

    Hometown service, statewide strength. BancFirst is committed to investing in the future of Oklahoma communities. BancFirst is a $9 billion bank offering personal and commercial products, trust, insurance, and investment services in sixty Oklahoma communities. Employees enjoy excellent benefits and a learning environment that allows them to continuously improve their skills to deliver highly personalized service to customers.
    EOE/Minority/Female/Disability/Veteran/LGBTQ
     

     

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