Remote Merchant Services Operations Lead

TowneBank; Suffolk (VA); Hybrid; USD 85,000 - 105,000; Full time

Job summary

TowneBank is seeking a strategic leader to head Merchant Services operations, overseeing onboarding through ongoing support and ensuring an exceptional merchant experience. The role requires deep knowledge of payment processing, technology solutions, and cross-functional leadership across in-office and remote teams.

The position emphasizes driving revenue, managing expenses, and delivering high-quality client service within a fast-paced financial services environment.

Responsibilities

• Leads and manages the day-to-day operations of the Merchant Services Support team.
• Provides leadership, coaching, and performance management for Merchant Service Representatives and Merchant Implementation Representatives across in-office and remote environments.
• Supports merchant members and bank partners, acting as escalation point of contact for both.
• Monitors, analyzes, and reports on key performance metrics to ensure SLAs are met.

Job description

TowneBank is seeking a strategic leader to head Merchant Services operations, overseeing onboarding through ongoing support and ensuring an exceptional merchant experience. The role requires deep knowledge of payment processing, technology solutions, and cross-functional leadership across in-office and remote teams.

The position emphasizes driving revenue, managing expenses, and delivering high-quality client service within a fast-paced financial services environment.