Operations Manager

At Vanco, our goal is to be the best in the world at specialized payment solutions for select industries and our focus is on meeting our clients’ specialized payment needs. We provide the solutions that make it possible to accept credit, debit and other electronic payments securely, seamlessly and easily, benefiting our clients … and those they serve.

Our technology leads the industry … and our quality service sets us apart. Vanco’s team of professionals are known for their drive, their dedication to what we do and their go-the-extra mile approach to service.

Vanco Values guide our relationships with clients, partners and each other, every day.

• Clearly Care
• Have Grit
• Own It
• Grow

 Our Culture

 We’re able to attract top-level talent—and keep our valued employees happy—by providing a working environment that is productive, positive and professional. We work hard to maintain a culture that fosters teamwork, encourages excellence and inspires growth. And we’re dedicated to empowering the people who help us help our clients succeed.

The Position Summary

This management level position will be responsible for onboarding, underwriting, price management, hardware deployment and risk management. The role is also responsible for keeping the organization fully informed on risk mitigation and fraud prevention within the payments industry. The position requires a thorough understanding of all relevant card association rules and regulations, merchant agreement content and pricing structure.  Process improvement skills and the ability to prioritize more sensitive items is critical.

The position, Operations Manager, will manage multiple third-party vendors integrated through our client onboarding platform. In addition to a broad understanding of payment processing a qualified candidate will have solid experience and knowledge in the intricacies of merchant fraud and the creation of policies to manage fraudulent attempts.

Creating and maintaining efficient processes are critical to the overall success of the role and operations team. This position utilizes SalesForce, Looker, Service Center and other tools to ensure we are operating at maximum output while continuously minimizing manual intervention within each process.  Creativity and outside of the box solution building is a top business driver for the role.

Role & Responsibilities

New Client Applications

• Manage all incoming applications including clearing duplicate applications and ensuring all client questions are successfully resolved
• Maintain process and procedures ensuring best practices for client contract flow and resolution of requests
• Monitor MAC alerts to keep current with industry trends and issues

Underwriting

• Manage the following vendors integrated with SalesForce
  • Lexis Nexis– Performs a check that the SSN is associated with the individual applying
  • Custom Hitlist – Database managed by Vanco used to store confirmed fraudulent names used on applications
  • Giact – Provide results on bank account status, ownership and longevity
  • TINCheck – Provide results on business status, OFAC and PEP (Politically Exposed Persons)
  • Sitescan – automates various web searches done in underwriting
  • Whois Registration – pulls the organization website along with registration information
  • Guidestar – runs a Federal non-profit check on the organization
  • MasterCard MATCH – Database hit against MasterCard MATCH list of unapproved merchants or individuals
• Manage and train staff on techniques used to identify fraudulent applications
• Establish underwriting standards, manage exceptions to our standard process/requirements
• Work with Sales to ensure ease of hand off including visibility to AEX pipeline and meeting time

line expectations for completion of applications

• Consult with Sales on new partners or large client relationships regarding underwriting/boarding realities/expectations and feasibility

Pricing Plan management

• Update pricing plans/groups or individual line items within AEX or modify current client rates in service center as directed by the Pricing Committee
• Ensure adherence to established policies set forth by Pricing Committee
• Manage and ensure no deviations to pricing are input except for those approved by the pricing committee
• Manage and resolve pricing and billing client inquiries
• Partner with Accounting/Finance to setup and ensure compliance with approved changes in standard pricing or promotional pricing programs

Boarding

• Coordination and completion of third party integrated partner set up included but not limited to Wells Fargo for products such as Merchant Services
• Miscellaneous projects for partners or groups of clients
• Create, manage and keep current all boarding guides
• Answer questions and/or help resolve issues routed from Customer Service or Sales regarding client setup

Deployment

• Contract and maintain relationship with third party deployment house (TPG)
• Periodic invoice reconciliation as needed 
• Track & Maintain inventory for mobile readers, desktop readers, Vx520 terminals and Kiosks.
• Maintain relationship with TPG to ensure smooth and efficient shipments of our hardware
• Work with product to maintain inventory as well as to set new products/procedures up with TPG

AEX System Management

• Maintain current AEX applications and implement any change to the existing apps
• Develop new AEX applications for additional products/partners to increase self-serve applications
• Update AEX Dashboards, departmental access (Sales, Risk)

Position Requirements

• Bachelor’s degree in Finance, Business or related field preferred
• 3+ years of Operations, Boarding, Risk and/or Underwriting experience in the payments industry
• Experience managing a team of 2 or more employees
• Working knowledge of Budget, Forecasting and Metrics
• Exceptional analytical and problem-solving abilities
• Strong computer aptitude, which includes expertise with Microsoft Office
• Self-managed and ability to work independently while managing multiple projects and deadlines
• Ability to work and interact with various departments

Vanco is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.