Business Services Merchant Program Manager

Please reference the schedule and minimum qualifications listed below before applying. If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at  option 1 or email  and every reasonable effort will be made to accommodate your needs in a timely manner.

Provides strategic leadership and ownership of MACU’s Merchant Services program, with a heavy emphasis on merchant services sales, referral lead management, sales enablement, vendor partnership management, product strategy, operational execution, risk oversight, portfolio growth, and business member experience. This role serves as the senior subject matter expert for merchant processing solutions and is accountable for converting qualified referral opportunities from Business Advisors and other internal partners into meaningful merchant services growth through consultative sales, disciplined pipeline management, and strong follow‑through.

Mines the strategic direction, performance, and ongoing development of MACU’s Merchant Services program, ensuring alignment with Business Services priorities, revenue goals, member experience expectations, risk controls, and long‑term growth objectives. Serves as the senior departmental subject matter expert for merchant acquiring, card payment acceptance, payment gateways, point‑of‑sale solutions, pricing structures, interchange considerations, settlement processes, chargebacks, fraud trends, reporting tools, and vendor platforms.

Leads consultative merchant services strategy with Business Advisors, Portfolio Managers, and other internal partners to identify opportunities, strengthen product knowledge, improve referral quality, and support business member growth. Owns the merchant services referral pipeline generated by Business Advisors, including lead intake, qualification, prioritization, tracking, follow‑up, conversion activities, reporting, and feedback loops to strengthen referral quality and sales outcomes. Drives merchant services sales activity by conducting discovery conversations, evaluating merchant processing needs, preparing recommendations, coordinating proposals, overcoming objections, and closing or advancing opportunities in partnership with Business Advisors and other business banking partners.

Develops and executes program goals, merchant services sales strategies, referral lead management processes, portfolio growth initiatives, migration plans, revenue targets, conversion expectations, and performance reporting in partnership with Business Services leadership. Provides coaching, training, and feedback to frontline and business banking teams regarding merchant products, sales positioning, member discovery, proposal development, onboarding expectations, and operational handoffs. Manages and supports new and existing merchant relationships, including complex setups, pricing reviews, product recommendations, implementation coordination, service escalations, and ongoing relationship support.

Partners directly with the merchant services vendor to manage escalated service issues, platform changes, portfolio performance, contract expectations, implementation concerns, reporting needs, product updates, and strategic opportunities. Provides technical and operational expertise for merchant processing, hardware, software, gateway, network, file transmission, settlement, and reporting issues; coordinates timely resolution with vendors and internal stakeholders. Collects, validates, interprets, and analyzes merchant services data to identify trends, measure program performance, support member proposals, inform leadership decisions, and recommend process or product improvements.

Creates and presents clear, data‑driven reporting for senior leadership, including revenue performance, MID growth, portfolio trends, migration progress, operational risks, member experience themes, and recommended actions. Owns ongoing merchant services training programs, job aids, procedures, communication plans, and product education resources for Business Services and other…