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 merchantsDUTIES 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 communicationSKILLS

• 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

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