Operations Lead Merchant Implementation, Careers At BASYS Processing

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Operations Lead � Merchant Implementation

Department:	Operations
Location:	Lenexa, KS

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Summary

Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. Uses direct supervision to lead an assigned team of associates in the Merchant Implementation Coordinator role. Oversees the Merchant Implementation process and works to consistently improve it. Perform a variety of activities to manage people and processes producing excellent customer service, both internal and external. Applies knowledge of systems, procedures, and customers to perform diverse assignments in support of the day-to-day business efforts.

Duties & Responsibilities

Essential Functions

Initial and main point of contact for Senior positions; backs up when Senior is out
Subject matter expert in business processes
Assist in design and implementation of new business processes
Utilize available tools to ensure maximum coverage and adequate staffing of department
Where applicable, maintain and promote high standards to ensure 90% or more of merchants rate their experience with Basys as Very Positive
Ensure day-to-day activities, projects, and assignments are completed by assigned team within SLA
Resolve product or service problems by researching and determining the cause of the problem, expediting correction, and documenting resolution
Provide escalated technical support to customers among a variety of product categories
Coach assigned team members utilizing on the spot conversations, monthly 1-1s, monthly meetings, SMART goals, and annual performance evaluations

Additional Responsibilities

Consistently meet goals for growth, retention, SLAs as applicable, and surveys for the department
Work with internal departments to ensure world class service for internal and external customers
Collaborate and contribute to training new associates
Promote and coach appropriate work behavior following guidelines from the handbook and management
Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to all impacted parties
Complete other assigned duties as requested

Requirements

This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.

Education & Experience

Associate�s or Bachelor�s Degree Preferred
Prefer two or more years� experience in a Management or Leadership capacity
Knowledge of Bankcard industry and its procedures is preferred but not required
Strong Communication Skills Required
Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.

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