Merchant Services Production Support Leader

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Responsible for enhancements and ongoing system support for Merchant Onboarding and other third-party vendor production environment to support client acquisition and enhancing the client experience. Coordinate with internal bank partners such as IT, financial operations, and risk teams to implement boarding system enhancements and resolve production issues.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

Support day-to-day workflow processes for merchant onboarding and maintenance focusing on turnaround time while maintaining quality assurance standards to ensure efficient client activation Manage team service level metrics including minimizing onboarding time, error rates, third-party SLA oversight, and client feedback. Evaluate alternative onboarding systems, processes, and channels to align with client acquisition strategies Lead all testing efforts for production releases and implement business rule enhancements to internal and external onboarding platforms. Master all internal and external electronic payment processing systems in order to understand the functionality and performance of each data element modified and entered into these systems. Develop and distribute training materials to internal teammates and all sales channels.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate’s degree in a related field, or equivalent education or related training or experience 5+ years project management experience in financial services or in a production environment 5+ years’ experience with a payment processor including Total Systems Services (TSYS), Merchant Management System (MMS), Merchant Connection, ACH, Salesforce, and other CRM applications. Excellent verbal and written communication skills to include accuracy and relevant client information Ability to work independently with minimum supervision in a detailed oriented environment Excellent analytical and troubleshooting skills

Preferred Qualifications:

Bachelor’s degree in a related field or equivalent education or related training or experience Three years’ experience leading a production team to achieve service level metrics PMP, CAPM, or other professional certifications

Other Job Requirements / Working Conditions

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.