Agent Support/Operations Admin

Description

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee. 

JOB SUMMARY: 

Under limited supervision: Provides operations support in the new merchant account process and to RMS independent contractors and third-party agents. Maintains effective relationships with RMS vendors. Acts as compliance liaison.

ESSENTIAL FUCTIONS:

1. Gathers, verifies, and analyzes key operational and processing data to enable senior RMS and bank management, and government regulators to evaluate the effectiveness of RMS underwriting, pricing, and fraud/risk control. Identifies, researches, and explains significant trends emerging from the data. Revises and enhances reporting to keep pace with RMS growth and industry changes. Prepares ad hoc reports and analyses or conducts special projects that may be assigned from time to time.
2. Acts as compliance liaison between RMS and its third party agents (TPAs) including execution of RMS’s TPA compliance, due diligence, quarterly and annual reviews, re-registration and de-registration. Other compliance tasks include Interchange compliance, BSA/AML compliance, and compliance programs related to state and federal regulations, card association rules and law. Responsible for all reporting needed to demonstrate compliance with BSA/AML regulations as well as the card association requirements. Coordinate with RMS Risk on the reporting to demonstrate compliance with banking card association rules. Document and track RMS’ Risk Reviews on the merchant as well as the agent level. Prepares as hoc reports and analyses or conducts special projects that may be assigned from time to time.
3. Act as a resource for independent contractors and third party agents (including ISOs and TPPPs) in the capacity of operational support as well as the coordination, communication and implementation of new operational initiatives to the agents. Conducts agent and ISO training on underwriting guidelines as well as training on regulatory issues and all aspects of card association requirements.
4. Develops and maintains effective relationships with RMS vendors. Assesses value of existing or potential products; in particular, researches FDC, paymentech, and Global products including terminal applications and compliance. Recommends new vendors and/or products for selection into RMS Sales and/or Operations – including research, post-selection product development, written procedures (as needed), and RMS staff training. 
5. Maintains a thorough and detailed knowledge of all merchant services programs, technology and products. Informs the Operations Manager of pertinent bankcard market trends and competitive activity, and proposes action steps. Proposes pricing strategies to align with the Spring and Fall Releases and any other interchange/fee modifications. Coordinate Spring/Fall Release and any other interchange/fee modifications with RMS Sales as well as the Operations Manager, for combines recommendation to the Treasurer.
6. Participates in all FDR implementations and keep management informed of progress and concerns. Perform testing in M-cycle on all new implementations. Prepares all FDR system builds and selects.
7. Acts as a primary contact point for routine and ad-hoc administrative functions with the card associations. Monitors Visa and MasterCard policies and procedures for changes to product requirements for compliance with association standards. Regularly updates RMS staff regarding such changes. Ensures compliance to avoid penalty fees. 
8. Prepares all new agent packages, including running credit, background, and MATCH for management approval. Proposes and /or maintains realistic changes (permanent or special incentives) to the agent residual program. Conducts required quarterly and annual reviews or sponsored ISOs and maintains the proper administration on each ISO, including periodic financial statements. 
9. Develops and writes desk procedures for the department.

Marginal Functions:

1. Provides backup coverage for positions in the absence of the incumbent.
2. Participates in other special projects and performs other job-related duties as assigned. 

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS:

• At least 4 years work experience in the merchant services industry (acquiring operations) including working with third-party processor systems (FDR preferred)
• At last 2 years work experience in servicing and supporting third party agents and independent contractors. 
• Excellent knowledge of credit card processing (includi