Position Summary and Role Impact:
This role serves as a primary point of contact for clients and sub-ISOs, developing a strong understanding of their operational needs and providing responsive support to resolve issues, manage escalations, and recommend appropriate products and services. The position is responsible for fostering and maintaining client and sub-ISO relationships while providing operational oversight of Merrick Bank’s merchant acquiring business, including merchant onboarding, account maintenance, pricing and fee configuration, implementations, ongoing servicing, and support of the Fiserv North Shared BIN program. Through regular communication and proactive relationship management, the role helps ensure a positive client experience and supports the continued growth and success of the Bank’s merchant acquiring partnerships.
Essential Functions:
- Provides day-to-day operational support for the Fiserv North Shared BIN program, including:
- Boards new merchants and maintains existing merchant accounts within the Fiserv North platform, ensuring information is complete, accurate, and consistent with established requirements.
- Performs merchant account maintenance, including updates to account information, processing parameters, pricing, fees, and other account-level configurations.
- Creates, maintains, and updates fee tables, pricing structures, and related processing configurations within Fiserv North.
- Supports merchant conversions, account changes, implementations, and other operational activities.
- Handles incoming operational inquiries from merchants and sub-ISOs, including utilizing Fiserv Client360 tool to initiate and track tickets for research and resolution.
- Provides operational oversight and support to clients and sub-ISOs, including assisting with escalations and complex operational issues.
- Works closely with Business Development, Risk, Compliance, Finance, and other internal stakeholders to support the onboarding and ongoing servicing of merchants and sub-ISOs.
- Provides operational guidance and serves as a subject matter resource for Fiserv North-related merchant acquiring activities.
- Identifies opportunities to improve operational processes, controls, and efficiencies related to merchant and sub-ISO onboarding and ongoing support.
- Maintains appropriate documentation and records related to merchant and sub-ISO activities, account configurations, pricing, and operational support.
- Performs other duties and responsibilities as assigned in support of the Bank’s merchant acquiring business.
Education & Experience:
- Bachelor’s degree is required.
- 5+ years’ experience in merchant acquiring, payment processing, merchant operations, or a related field.
Knowledge, Skills and Capabilities:
- Demonstrated hands-on experience with the Fiserv North processing platform in a merchant acquiring environment, including merchant boarding, account maintenance, account setup, pricing and fee configuration, processing parameters, and other related operational functions.
- Strong working knowledge of Fiserv North functionality and operational workflows, with the ability to independently perform day-to-day merchant acquiring activities within the platform.
- Experience supporting a merchant acquiring bank, processor, ISO, or similar payments organization.
- Strong understanding of the operational lifecycle of merchant accounts, from implementation and boarding through ongoing maintenance and servicing.
- Demonstrated ability to research, troubleshoot, and resolve merchant and processing-related operational issues.
- Strong attention to detail and ability to manage multiple merchants and sub-ISOs while maintaining accuracy and meeting established deadlines.
- Exceptional interpersonal and communication skills, with the ability to effectively interact with clients, sub-ISOs, internal business partners and external service providers.
- Excellent project management, organizational, and time-management skills.
- Ability to work independently while effectively collaborating with cross-functional teams.
Compliance with Laws & Regulations:
- Responsible for complying with all the Bank’s internal control policies and procedures.
- Responsible for understanding and complying with all laws and regulations to which the Bank is subject.
- Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.
Work Environment/Physical Demands:
- This position is hybrid. The position requires employees to be on-site approximately 1 day per week. Flexibility can be discussed based on team needs.
- Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time.
- Some stress may occur
- Travel is generally not required
The salary range for this position, if located in NY Metro/NY State is $85,000 to $120,000. However, please note that the salary range will vary for other geographic areas.
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Our Employee Value Proposition
- Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
- Benefits Package -Medical, Dental, and Vision (plus much more)
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation, Sick Days and bank Holidays
- Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.
