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Merchant Services Assistant Service and Operations Manager

Bank of Hawaii

Oahu, HI
Job Code:
Bank of Hawaii
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Job Details

Merchant Services Assistant Service and Operations Manager-1700732

Bank of Hawaii

In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve 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, we’re embracing change with our new 21st century banking.

It’s 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 people’s 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 Assistant Service and Operations Manager:

Under the direction of the Manager, this position assists in managing the service and operations functions of the department which includes monitoring merchant and vendor performance. In addition, the position is responsible for achieving the department’s service and retention goals and objectives which are focused on the retention and growth of merchant relationships.  Assists with business unit’s 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.  In addition, this position is also responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by participating in and practicing ESS disciplines and behaviors.


We’ll give you these important responsibilities…

  • Supervises the daily activities of the Retention Team to meet unit goals and objectives.  Assists in directing individual and team resources towards achieving the unit’s goals. Assists in conducting service meetings.  Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development.  Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate.  Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.
  • Manages the proper and accurate setup of new merchant accounts during the on-boarding process.  Monitors and tracks the progress of the merchant applications identifying and escalating any issues.  Ensures the timely review and reporting of merchant applications.  Performs the final review within the established completion timelines.  Assures merchants are compliant through management of both the sales and relationship officers.
  • Keeps informed of and in compliance with laws, regulations, Card Association rules and Bank policies and procedures.  Maintains knowledge of merchant services products, programs and sales promotions. Plans and directs project tasks to implement Card Association, regulatory, business enhancement, Bank, or vendor changes.  Develops and implements use and update of training materials including internal and external communication vehicles, including but not limited to: statement messages, letters to merchants, presentations, branch visits/training, Standard Procedures Manual and functional procedures. Manages and tracks progress to established project completion dates.
  • Works with vendors to ensure that performance levels are met in accordance with service level agreements. Tracks and reports vendor performance and service level issues.  Manages these issues to ensure timely resolution.
  • Assists in leading staff in development and implementation of plans, tactics and activities to ensure merchant satisfaction with new installations and to retention and expansion of existing profitable merchant relationships.  Monitors to ensure accuracy, efficiency and a consistently high level of customer satisfaction. 
  • Maintains and strengthens relationships with the top 5% of our merchant base. Develops and maintains personal relationships with high-value clients. Participates in community activities.




…if you come to us with these qualifications…



  • Bachelor’s degree from accredited institution or equivalent work experience.



  • Minimum four to five years of experience in credit card processing, financial services operations, banking operations or equivalent work experience.\
  • Minimum two to three years of work experience in Client Services or equivalent experience requiring people skills. 
  • Minimum one to two years of team leadership/supervisory/management experience. 


Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. 
  • Knowledge of or ability to use bank software and systems. 
  • Technical knowledge of credit card processing systems and equipment, and tracking automation required. 


Other Job Qualifications

  • Good knowledge of banking industry and products, as well as banking compliance as it pertains to credit card business or working knowledge and ability to increase knowledge in relatively short time. 
  • Demonstrated verbal and written communication skills. 
  • Must be analytical, detail oriented, organized. 
  • Able to meet deadlines and handle multiple priorities.
  • Demonstrated competencies in the areas of planning, leading, organizing, directing, process and project management. 
  • Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently. 
  • Must be 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 driver’s license, and able to commute to appointments. 
  • Able to travel by air. 
  • Must be able to push/lift 30 pounds.


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 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 Bank Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Sep 13, 2017, 2:38:38 PM
Unposting Date Ongoing
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