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Merchant Services Relationship Officer

Bank of Hawaii

Oahu, HI
Job Code:
Bank of Hawaii
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Job Details

Merchant Services Relationship Officer-1700645

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 Relationship Officer:

Under the direction of the Service and Operations Manager, this position is responsible for increasing fee income by cross selling and ensuring retention of existing Top 200 merchant accounts by providing continuous service assistance, conducting periodic reviews of pricing and restructuring. Provides additional services and ensures account retention.   Manages 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, PCI Compliance, Bank Secrecy Act and USA PATRIOT Act.  In addition, this position is 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…

  • Responsible for Corporate, Commercial and primary industry Top 200 accounts.  Serves as a project leader for marketing and sales promotions.  Establishes, maintains and expands profitable merchant relationships.  Negotiates pricing using a pricing model to analyze merchant volume for rates and profitability.  Prepares proposals, recommendations for exceptions and maintains term contracts.  Provides service support to client base and branches.
  • Assists or relieves the Service and Operations Manager in ensuring the department’s service and operational needs are efficiently achieved.  Assists in troubleshooting, escalating and tracking of service issues to First Data Merchant Services (FDMS) when functional procedures or Service Level Agreement does not meet contract agreement.  Maintains an operational level of contact with FDMS for problem resolution, system failures and processing problems.  Communicates and coordinates with customer and staff on issues, problems and research needed.  Manages the FDMS escalations, provides resolution and has authority to make decisions.  Provides support in implementing and troubleshooting Point of Sale (POS) interfaces for applicable client base.
  • Responsible for cross selling the Bank’s products to the existing merchant portfolio.  Solicits new business for other Merchant Service products, American Express and TeleCheck services.  Reviews new account and additional site applications.  Maintains a working knowledge of the credit policy.  Performs Risk Management to mitigate merchant and/or bank losses.
  • Maintains industry knowledge as it relates to Card Association’s compliance, interchange, pricing and products.  Demonstrates an in-depth knowledge of the processes and procedures of the various Electronic Data Capture networks and FDMS processing platform.




…if you come to us with these qualifications…



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



  • Minimum three years of increasingly responsible positions in sales/service, customer service or with similar responsibilities, banking and/or financial services industry preferred, or equivalent work experience. 
  • Some knowledge of bankcard industry and regulations helpful. 
  • Prior project planning/management experience required.


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 including electronic draft capture terminals and printers.


Other Job Qualifications: 

  • Demonstrated verbal and written communication skills, including presentation skills.
  • Must be analytical, detail oriented and organized.
  • Able to meet deadlines and handle multiple priorities.
  • Should have strong product and technical knowledge, as well as selling and negotiation skills.
  • Demonstrated project planning and implementation experience.
  • Must have proven customer service experience and interpersonal skills.
  • Able to provide own transportation or to operate a vehicle with a valid driver’s license, and ability to commute frequently as required.
  • Travels by air as required.


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 Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Aug 15, 2017, 1:21:03 PM
Unposting Date Ongoing
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