What are the responsibilities and job description for the Boarding Operations Lead position at BASYS Processing?
Summary
Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization while providing world class service. Uses direct supervision to lead an assigned team of associates within the BASYS Organization. Perform a variety of activities to manage people and processes producing excellent customer service, both internal and external. Applies knowledge of systems, procedures, and customers to perform diverse assignments in support of the day-to-day business efforts.
Duties & Responsibilities
Essential Functions
- Subject matter expert in business processes
- Utilize available tools to ensure maximum coverage and adequate staffing of department
- Ensure day-to-day activities, projects, and assignments are completed within SLA by assigned team
- Resolve product or service problems by researching and determining the cause, expediting correction, documenting resolution, and communicating with impacted parties
- Coach assigned team members utilizing employee handbook, management guidelines, SMART goals, bi-annual performance evaluations, and regularly scheduled one-on-ones and team meetings
- Handle Underwriting escalation conversations to achieve successful merchant onboarding
- Maintain and promote high standards to ensure 90% or more of merchants rate their experience with Basys as Very Positive
Additional Functions
- Collaborate with internal departments to ensure world class merchant onboarding
- Contribute to training new associates
- Ensure proper upkeep of warehouse and equipment inventory
- Assist in design and implementation of new business processes
- Serve as initial and main point of contact for Senior positions; back up when Senior is unavailable
- Complete other assigned duties as requested
Requirements
Education & Experience
- Bachelors Degree Required
- Prefer two or more years experience in a Management or Leadership capacity
- Knowledge of Bankcard industry and its procedures is preferred but not required
- Strong Communication Skills Required
- Proficiency in Microsoft Office Suite, CRM
Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.
Basys is an equal opportunity employer.
