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