Treasury Operations - Senior Manager of Merchant Service Delivery

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Highgate Corporate Offices Irving, TX

As the Senior Manager of Merchant Service Delivery, you will play an instrumental role in supporting properties, accounting teams, and external stakeholders to resolve credit card processing issues and inquiries through direct oversight and accountability for the creditcardhelp inbox. This Senior Manager role manages our daily merchant processing activities, ensuring accurate transaction management for our high-volume hotel portfolio. This role is also responsible for maintaining the Merchant ID, Site ID, and Gateway Databases and for creating and distributing various reports to prevent fraud and monitor various conversion projects, in addition to KPIs for the creditcardhelp mailbox. This position reports directly to the Treasury Operations - Director of Merchant Services.

Point of contact for all non-chargeback credit card processing issues and inquiries at the hotel and shared services level for multiple processors and providers
• Direct oversight of the creditcardhelp mailbox policies, procedures, and processes to improve response times and issue management for this mailbox that has an average of over three hundred incoming messages per month
• Monthly KPI reporting on the creditcardhelp mailbox issues, including issues and response times
• Create and provide training to hotels on how to navigate processor systems
• Create and distribute reports to aid in detecting fraudulent transactions such as the Force Posts and Debits without Credits report
• Drives enterprise changes to reduce interchange qualification downgrades, opportunities for merchant pricing optimization, and prepares processing fee analysis for owners and portfolios as requested in addition to internal stakeholders
• Manage the standalone credit card terminal database to ensure accuracy and identify opportunities for cost savings for hotels by verifying actual terminals needs for our properties
• Manages the Merchant Services SOPs updates to ensure accuracy and completeness
• Provide support to hotels and Highgate IT for EMV implementations, system upgrades requiring new terminals, and existing hotel brand changes
• Responsible for converting any eligible hotels over to Elavon processing to maximize the use of our Elavon Referral Agreement in place, and to lower costs for our hotels.
• Performs the monthly billing statement audit to validate merchant pricing is in line with our acquiring partner agreements.
• Collaborate with the Director of Merchant Processing to communicate industry changes and compliance regulations with all Highgate managed hotels
• Maintain the Merchant ID Database that contains over 1000 merchant IDs and the Gateway Site ID database
• Maintain a database and monitor the implementation of any third-party POS providers and corresponding MIDs in use to ensure the Merchant Services department has full knowledge of all processing activities at our Highgate hotels
• Manage user access to all gateway and credit card acquirers (Elavon, Fiserv, Chase Paymentech, American Express, Fusebox, Shift4, FreedomPay, Discover, among others
• Create new merchant IDs for properties when needed
• Responsible for completing bank account changes to ensure credit card settlements are posting correctly
• Assists the Transitions team with new hotel set-ups by communicating which acquiring relationships and gateway partners are eligible for use for new hotels, as well as new MID application support when needed
• Assists with various special projects as needed

• 7+ years of credit card experience, with at least 3+ years in hospitality or a multi-unit environment or with a credit card processor
• Bachelor's degree in business, accounting or finance or equivalent work experience
• Excellent analytical skills - data gathering, interpretation and using data to drive change
• Enthusiastic about delivering solutions to internal and external stakeholders
• Strong computer skills, including working knowledge of Microsoft Office Suite: Word, Excel, and PowerPoint
• Collaborator and ability to work in a fast-paced, changing environment
• Knowledge of PCI rules and regulations
• Professionalism and the ability to multitask
• Effective written & oral communicator at all levels of the organization and with external stakeholders