Merchant Services Officer – Fulfillment & Setup – Barbados

Hiring company: Scotiabank Source: LinkedIn Barbados Job Summary: Scotiabank, a leading global financial institution committed to empowering its clients and communities, is seeking a Merchant Services Officer – Fulfillment & Setup to join its Business Service Centre team in Barbados. This role offers an opportunity to join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Merchant Services Officer – Fulfillment & Setup contributes to the overall success of the International Operations & Shared Services and Business Service Centres (BSC) ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Accountabilities: Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Provide Merchant Customer Support and assist with the development, expansion and maintenance of Bank Merchant related activities, to maximize market penetration and profitability by: • Preparing and vetting Merchant Onboarding documentation. • Setting up new merchants. • Preparing and vetting Merchant Annual Review documentation. • Ensuring CLAS is kept up to date with merchant annual review information. • Processing daily reports generated by FDMS. • Maintain files for all VISA and MasterCard EDC related correspondence. • Ensure that proper documentation is in place for all merchants. • Providing input to assist Sales team and solutions group to perform profitability analysis. •Providing feedback to management on customers’ satisfaction with the Bank’s products and services. Provide technical/customer support for Scotiabank VISA/MasterCard Merchant Services by: • Responding to calls received from branch staff and Bank clients (Merchants) and promptly determining/interpreting the nature of the client inquiry, assisting the client with the formulation of viable solutions to hardware, software, telecommunications, product or procedural problems. • Effectively determining the root cause of a problem, communicating resolution/recovery procedures and following up with the client until the solution has been satisfactorily implemented. • Providing recommendations to clients on operational or technical changes as appropriate to prevent occurrence of similar problems. • Raising problem logs and following through to resolution with the client, escalating to management any problems, which negatively impact customer service as per Bank standards. Contribute to the overall business objectives of the Unit in maintaining operational effectiveness by: • Maintain a good knowledge of operating procedures and systems relating to the effective operation of the BSC and ensuring the policies and procedures are adhered to. • Ensure security procedures are strictly adhered to and that the documentation and use of terminals/computers are properly safeguarded/controlled, immediately reporting any variance to the BSC Manager. • Ensure information placed on the Bank’s systems or that is otherwise communicated is accurate. • Maintain the integrity and confidentiality of Bank and client information under the rules and regulations as set out in the Bank’s Privacy Code. • Recommend appropriate change to policy and procedures that will provide efficient operations, meet commitments to customers, and meet custody and security policies. Ensure the delivery of customer service fosters overall Bank satisfaction consistent with ScotiaService Standards by: • Interactions with clients/branches/suppliers display a way that is human, straightforward and knowledgeable by: • Showing respect to the client, listening to the client’s needs. • Take full responsibility for all inquiries/concerns/complaints directed to you by: • Ensuring problems are adequately documented. • That matters arising of a customer query/complaint is immediately escalated to the supervisor for resolution. • That commitments made have been met. • Recommending actions that will prevent recurring problems, where possible. • Understanding and adhering to the standards and procedures of the Bank’s Complaint • Resolution Process. Education/ Experience • Undergraduate degree or equivalent working experience • High oral and written skills is required • Internet savvy and computer skills are a must At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site or alternate format documents) during the recruitment and selection process, please let our Recruitment team know. Thank you for interest, but please note only the most suitable candidates will be short-listed for an interview. Meeting minimum requirements for the role does not guarantee an interview.