Merchant Experience 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 addressed and resolved promptly.
Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
Handles end-to-end merchant onboarding process which includes registration to the system, accurate merchant profiling and configuration, and providing credentials to the merchant.
Responsible to endorse onboarded account to device management team, coordinates and resolves errors within SLA, and ensures that all active channels are included to save time in device testing.
Updates all new merchant and business information in the system.
Timely and accurately updates all files and sheets related to his/her role.
Address feature gaps to drive retention throughout the merchant life cycle
Cross-sells and upsells in accordance to merchants’ payment needs and business structure.
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

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
Prepares reports which include the onboarding count, merchant transaction activity, technical and non-technical concerns, processing volume, opportunities, and suggestions that will contribute to after-sales success.
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