Job Details
The Merchant Onboarding Specialist is the primary owner of the end-to-end merchant services account process, responsible for ensuring the accuracy and completeness of all required merchant account setup documentation in preparation for the fraud, compliance, and credit risk reviews by merchant services processor. The ideal candidate should have a solid understanding of payments underwriting processes, financial risk behaviors and patterns, and credit and financial documentation required to establish a merchant services account with zero defect.
Responsibilities:
- Executes defined procedures to review and evaluate new and existing merchant payment processing account set-up documentation for financial, fraud, credit, processing and compliance risk
- Works independently with limited instructions to identify potential documentation inaccuracies and information deficiencies
- Perform necessary due diligence to reduce financial, operational and reputation risk
- Conducts data review based on compliance requirements to proactively predict required supplemental information
- Using sound judgment to determine when reviewing integrity and completeness of merchant provided information
- Makes direct customer contact via outbound calls and email to obtain or verify business, personal and processing information, both for internal and external clients
- Provides accurate, and timely resolutions to complex or escalated customer issues associated with the merchant account
- Handles multiple tasks and quickly pivots from one task to another; demonstrating highly effective time management skills and ability to prioritize merchant onboarding requests and merchant account set-ups
- Document complete, concise and accurate Salesforce case notes
- Maintains or exceeds established standards for merchant account set-up procedures and timelines
- Proactively seeks recommendations on process improvements, while also identifying areas where improvement is needed and contributes to making the necessary changes
- Collaborates with immediate and extended team to share best practices and ideas on techniques for accurate completion of merchant account forms and documents; performing training as required
- Maintains an in-depth understanding of relevant business operations, merchant account compliance and underwriting guidelines
- Collaborates with merchant services processors to identify best practices and process improvements
- Assists on special projects as assigned
Qualifications:
- Working knowledge of merchant services account opening process
- Familiarity with the merchant services credit underwriting, KYC, AML processes, preferred
- Exceptional attention to detail, independent worker
- Highly adaptable in potentially ambiguous, fast changing environments
- Experience working directly with large merchants, across multiple industries
- Functional knowledge of card association operating rules and card interchange, preferred, but not required
- Effective interpersonal and communication skills
- Proficient in the use of Salesforce, Microsoft Office Suite preferred
- Advanced time management skills with proven ability to consistently meet deadlines
- Results driven and demonstrated problem solving skills; takes ownership of issue resolution
- Exceptional client focus, with advanced customer service skills
- Prior training facilitation or train-the-trainer experience a plus
- Knowledge of electronic bill payments industry is preferred, but not required
- Familiarity with Merchant Code Categories and card association merchant programs a plus
Paymentus is an equal opportunity employer. We value diversity and we are committed to providing equal treatment towards all applicants and employees as well as a work environment that is free of discrimination or harassment with regard to: race, ancestry, place of origin, color, ethnic religion, citizenship, creed, sex, sexual orientation, gender identification, gender expression, age, record of offences, marital status, family status, disability, veteran status, or any other classifications protected by applicable laws and legislations. Employment is decided on the basis of business needs, job requirements, and individual qualifications