1+ months

Merchant Services Representative - 1901092

Bank of Hawaii
Oahu, Hawaii
  • Job Code

Merchant Services Representative - 1901092

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. Weve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii a result of knowing our business and community, and always staying ahead of change.  We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, were embracing change with our new 21st century banking. 

Its our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  People who are agile, savvy, forward-thinking and entrepreneurial can learn and grow with us.

Does this sound like you?
Are you ambitious?  Want to make a difference in peoples lives?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?   If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

A day in your life as a Merchant Services Representative:
Under the direction of the Manager, this position is responsible for providing service to merchants by monitoring the customer service phone lines, customer service emails and Help Desk escalations. This position also services card processing equipment, conducts new merchant equipment installations and training and makes on-site service calls to resolve card processing equipment issues.  If applicable or appropriate, assists in business units compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.  

Well give you these important responsibilities
  • Monitors the customer service phone lines, customer service emails and Help Desk escalations to assist in troubleshooting, escalating and resolving of customer service (level 2-3 escalation) issues. Coordinates with vendor for problem resolution, system failures and processing problems.  Communicates and coordinates with customers and staff on issues, problems and research issues as needed.  Demonstrates an in-depth knowledge of the processes and procedures of the various card networks and vendor processing platforms.
  • Orders, tests and installs card processing equipment for new and existing clients. Trains merchants on the usage and operations of card processing equipment and the operating procedures relating to accepting and processing payment cards.  Maintains industry knowledge as it relates to Card Associations compliance, interchange, pricing and products.  Prepares necessary paperwork for equipment setup and billing.  Provides daily on-site service and maintains card processing equipment for merchant reporting problems or equipment breakdowns.  Retrieves used equipment at closed merchant locations.  Regular delivery of equipment / supplies as necessary.
  • Performs client portfolio service projects and calling campaigns. 
  • Responsible for upselling equipment and/or cross selling the Banks products.  

if you come to us with these qualifications

  • Bachelors degree from an accredited institution or equivalent work experience.

  • Minimum 1-3 years of related work experience, banking and/or financial industry preferred.  
  • Requires project planning experience, sales and/or face to face customer service experience. 
  • Must have knowledge of the credit card industry, products and regulations.  

Technical Skills:  
  • Demonstrated proficiency and advanced expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint SharePoint) or similar software.  
  • Knowledge of or ability to use Bank software and systems including electronic draft capture terminal and printer, etc.

Other Job Qualifications:  
  • Knowledge of banking industry and products, as well as banking compliance as it pertains to credit card business, as well as ability to increase knowledge in relatively short time.  
  • Demonstrated verbal and written communication skills and negotiation skills.  
  • Must be analytical, detail oriented, organized. 
  • Able to meet deadlines and handle multiple priorities. 
  • Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently.  
  • Must be sales and customer service oriented and exhibit a positive mental attitude.  
  • Able to work flexible hours including holidays, weekends and evenings as needed. 
  • Must be able to provide own transportation or to operate a vehicle with a valid drivers license, and able to commute to appointments.  
  • Able to travel by air.  
  • Must be able to push/lift 30 pounds. 

Proficiency in two or more relevant areas to the job including inquiry research/response, new account openings, troubleshooting, upselling, or customer service help desk software.  Works independently within established procedures associated with the specific job functions.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Nov 26, 2019, 6:02:31 PM
Unposting Date Ongoing


Posted: 2019-11-26 Expires: 2020-02-21
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Merchant Services Representative - 1901092

Bank of Hawaii
Oahu, Hawaii

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