Merchant Services Team Lead

The Merchant Services Team Lead is a pivotal role responsible for steering the merchant sales team towards achieving exceptional sales performance across a five-state territory. This individual will not only drive the team's sales initiatives but also ensure that the sales processes align with the company's strategic goals.

The Team Lead will act as a mentor and coach to both sales representatives and administrative staff, fostering an environment of continuous improvement and innovation in sales techniques and customer service. The ultimate purpose of this position is to expand the company's merchant services footprint, cultivate lasting relationships with business members, and contribute significantly to the overall growth and success of the merchant portfolio.

This role involves strategic collaboration with the Merchant Product Manager to align sales strategies with product offerings, ensuring that the team is equipped with the latest product knowledge and sales tools. Together, they work to identify market needs, tailor merchant services, and create comprehensive solutions that meet client demands. The Team Lead's purpose extends beyond sales; it's about fostering a synergistic relationship between sales and product management to drive innovation, enhance member satisfaction, and contribute to the company's growth and success in the merchant services sector.

A Merchant Services Team Lead will collaborate with a merchant processing partner by aligning marketing strategies, sharing key performance metrics, and coordinating on branding and integration efforts. They would also engage in strategic discussions to understand and support the growth of the Merchant Services business, potentially leveraging funds to pay for consultant services, sales strategies, lead generation programs, or analytics.

Additionally, they would work closely with the processing partner to ensure a seamless merchant boarding and underwriting experience, provide white-glove support, and focus on consultative solution selling of technology. This collaboration aims to enhance the ability to sell upmarket and achieve increased solution penetration on new sales. The lead will coach the merchant sales team 1 on 1 monthly and provide guidance for improvement or feedback for excellence.

Works closely with and leads cross functional teams among departments and branches with the CU. Recommends and suggest solutions to the BD Manager, BD Vice President, Board of Directors and other members of Senior Management on the results of merchant services.

1. Interaction with Others

a. Manage a team of merchant account managers, delegate tasks, provide performance feedback, and motivate team members to achieve targets
b. Works closely with other departments (marketing, HR and others)
c. Works closely with the business development team and branch leadership.
d. Interacts with a variety of teams and individuals to achieve goals and objectives.
e. Maintains a knowledge base of virtually all aspects of the company.
f. Continually provides business intelligence to the functional departments and branches.
g. Communicates with and makes recommendations to BD development manager
h. Foster strong relationships with merchants through regular communication, addressing concerns, and providing proactive support.

2. Performance Management:

a. Monitor merchant sales performance, identify areas for improvement, and provide coaching and support to optimize their sales and customer satisfaction.
b. Develop and implement sales strategies to grow market share and drive revenue.
c. Assist team members in closing complex deals and building long-term client relationships.
d. Identify opportunities to cross-sell and upsell products and services.

3. Category Management:

a. Analyze market trends, identify high-potential product categories, and work with product manager to develop strategies to maximize sales within those categories.

4. Responsible for related duties as required or assigned

a. Stays up to date on computer applications, models, and research methods.
b. Completes special projects as assigned
c. Regularly contacts and works with external parties, such as businesses and associations.
d. Works closely with the business development team and branch leadership.
e. Interacts with a variety of teams and individuals to achieve goals and objectives.
f. Maintains a knowledge base of virtually all aspects of the company.
g. Continually provides business intelligence to the functional departments and branches.

5. Responsible for related duties as required or assigned

a. Stays up to date on computer applications, models, and research methods.
b. makes sales calls and show coaches for the team as needed
c. Completes special projects as assigned
d. assists in cash advance support
e. travels as necessary to AFCU markets for team building or new market expansion

Education and Experience:

• Proven experience in merchant services, payment processing, or a related field.
• 7+ years of experience in a leadership or team management role.
• Demonstrated success in sales and meeting revenue goals.
• Strong understanding of payment solutions, industry trends, and competitive offerings.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency in CRM tools.

Required Knowledge:

• Understanding of Credit Union operations, systems, and applications.
• Thorough understanding of products, services, and member solutions.
• Thorough understanding of lending and business products/services.
• Thorough knowledge of fraud management and risk assessment practices.