Merchant Success Specialist

CORE FUNCTION:
• Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are address and resolved promptly.
• Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
• Address feature gaps to drive retention throughout the customer life cycle
• Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations
• Develop merchant relationships by building trust through providing clear and accurate information, and ensuring that their concerns are addressed in a timely manner.
• Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.
• Cascades planned and unplanned notifications and advisories to merchants
• Prepares helpdesk report which includes the technical and non-technical concerns, opportunities, and suggestions that will contribute to after-sales success

DUTIES AND RESPONSIBILITIES:
• Completes root cause and process gap analysis for managers escalations and specific merchant complaints.
• Evaluate churn and down sell risk for each merchant
• Identify opportunities that best utilize VeritasPay or its partner’s infrastructure to meet merchants’ requirements
• Ensures accuracy of SLA escalation and resolution set
• Problem resolution, including escalation of issues to the correct department
• Ensure appropriate merchant metrics are generated, data is accurate and reporting deadlines are met on a timely basis
• Others may be assigned

JOB QUALIFICATION:
• Bachelor’s degree in Business Administration, Management, Marketing, or related course
• Minimum of 2-4 years relevant experience in a financial industry or payment business
• Proficient in English both written and verbal communication

SKILLS:
• Working knowledge of Merchant Acquiring and Credit Card business (preferred)
• Basic knowledge of Fraud Detection (preferred)
• Proven experience in building strong internal and external relationships
• Basic technical skills and payment operations functionalities
• Good communication and presentation skills
• Excellent analytical, critical and problem-solving skills
• Strategic skills and ability to adapt conversations for technical and non-technical audiences
• Knowledge of Customer Centric Design
• Strong attention to details and have a can-do work attitude
• Willing to work on weekend, holidays, and shifting schedules as needed