Merchant Solutions Sales and Service Consultant - Johannesburg at Bidvest Bank

Primary Purpose

• Responsible for achieving Acquiring & Merchant Sales targets for the relevant region, Inclusive of cross-selling of all other banking products & services, in order to ensure continuous customer & product growth.
• Managing relationships with customers & potential customers, including BB Group Company, Group Company reach, third party processors, partners & stakeholders.
• Training of new customers and staff on acquiring payment processing methods / procedures, equipment & devices.

Minimum Requirements

QUALIFICATION

• Matric or equivalent qualification
• Degree / Diploma in Business related field (Ideal)

EXPERIENCE

• 5 years' experience in the payments and / or banking industry, preferably with acquiring, card and / or merchant experience
• Payments knowledge both within the issuing and acquiring environments
• Customer focused
• Understanding the sales dynamics and targets (Ideal)
• 5 to 10 years in the payments and / or financial industry, preferably with acquiring (card) and / or merchant experience (Ideal)

Duties and Responsibilities include but not limited to:

FINANCE & OPERATIONS

• Identify acquiring & merchant sales opportunities and offer solutions appropriate for the merchant’s requirements, goal & objectives by applying the tools which outlines the products merchants currently have and the propensity for new product take-up, in order to continually grow the customer base
• Understand the complexities & dynamics of the sales acquiring / merchant targets, achieve and exceed these consistently
• Adopt a commercial approach to appropriate cost-to-service, versus value generation to achieve the agreed business turnover and other revenue targets
• Achieve and exceed the agreed merchant service fee targets by negotiating additional charges, pricing and any other applicable fees relevant to the product / solution presented to and sold to the merchant and / or prospective merchant
• Participate in the design and execution of the respective Regional Sales plan, to ensure that targets are delivered through ‘cross-selling’ and in order to grow the organisation’s customer base
• Action and manage all sales leads received from potential merchants, as well as all internal business partners within the agreed service level agreements and turnaround times, end-to-end
• Negotiate pricing, complete & sign new merchant and other related agreements prior to implementation
• Execute on the Regional Sales plans by ensuring an increase in the percentage of customers taking merchant acquiring solutions by conversion of qualified leads into sales by selling offers, which benefit the merchant, as well as the organisation
• Achieve sales (new business & existing growth), that will establish BB Merchant Services & Customer Solutions as a ‘centre-of-excellence’ for sales execution across the organisation’s targeted markets
• Continuously keep abreast of the latest developments and trends with regards to customer expectations and service delivery
• Recommend payment solutions (POS, e-commerce & Integrated Payment Gateways), based on projections of the volume and monetary amount of daily transactions and the demographic environments being serviced / served
• Monitor effectiveness of Regional Sales campaigns to ensure delivery thereof and implement remedial improvements for future campaigns if, where & when required
• Work closely with internal & external business stakeholders / partners, to ensure that the sales execution delivers on ‘best-in-class’ products, services & support
• Monitor individual sales performance on a daily / weekly /monthly / quarterly & annual basis and provide feedback to management in how to improve performance
• Ensure management is regularly up-dated on sales activities, pipeline prospects and pending deals via regular and agreed call & activity reports, as well as weekly sales performance & feedback reports
• Create and execute opportunities and prospects for new business, by working through potential customer lists and find new innovative ways of selling other than via the normal channels
• Review national competitor information, market trends on a regular basis and propose solutions to management to ensure that BB Merchant Services & Customer Solutions always offer a competitive product
• Research and present recommendations to introduce improved products and / or customer offer(s)

PROCESSES & PROCEDURES

• Adhere to the laid down sales processes & procedures within the BB Merchant Services & Customer Solutions frameworks / parameters
• Complete new applications and ensure that process is finalised within the agreed service level turnaround times with a continuous follow-up on progress of outcomes, end-to-end
• Continually add value to the BB Merchant Services & Customer Solutions team, with on-going feedback and market related information & intelligence
• Understand and conform to the content of the organisations policies & procedures with specific reference to the vehicle, travel & mobile policies

TEAMWORK

• Maintain a positive attitude, drive and promote the sharing of knowledge & experience and remain open to constructive feedback and criticism of performance
• Interact closely with various members of the supporting and operational environments to ensure that requirements and expectations of customers are met at all times – be a team player
• Contribution to level of teamwork, accountability, delivery, quality & speed of information shared, contribution to efficiency & effectiveness of the environment
• Effort to build & maintain quality inter-personal relationships
• Respond openly to feedback and promote harmony and teamwork in the sales team
• Contribute to teamwork in department by managing stress in a manner that does not disrupt the team’s effectiveness
• Support and drive the business’s core values
• Take accountability for the achievement of operational objectives within own area of control
• Continuous development of the knowledge base and intellectual property
• Contribute to making the department a great place to work

CUSTOMER & RELATIONSHIP MANAGEMENT

• Improve key relationships and change the acquisition methodology with internal business partners / stakeholders
• Identify stakeholder requirements and expectations, in order to develop effective stakeholder / partner engagement plans
• Continuously relationship manage all merchants in the respective region and ensure that an effective and efficient relationship model remains in place, in order to retain merchants within the allocated portfolio
• Meet and attend to internal & external meetings if, when and where required
• Engage with the business partners / stakeholders with the direct aim of promoting the value proposition of BB Merchant Services & Customer Solutions
• Take & accept primary responsibility for merchant satisfaction through excellent service delivery, by ensuring that BB Merchant Services & Customer
• Solutions become the market leader in terms of service excellence in end-to-end delivery and turnaround
• Training of new customers and their staff on acquiring payment processing methods and merchant equipment in use
• Relationship manages the engagement with merchants and relevant internal & external stakeholders / partners in the relevant business units, by attending meetings with internal business partners (management meetings, customer meetings, events, etc.)
• Focus on the continuous growth of the organization’s customer base
• Build & maintain a healthy pipeline of clients
• Managing relationships with group companies and external customer base (group reach), specifically focusing on acquiring / merchant sales & strategic requirements
• Educate existing clients in collaboration with their assigned regional sales consultants about the specific acquiring / merchant products and services available, through the provision of professional & expert advice

TRAINING & DEVELOPMENT

• Take ownership for driving own career development and stay abreast of Industry changes within areas of expertise
• Preparation and signing-off of a Training / Skills development plan
• Achievement of objectives / milestones set-out in the development plan