Payment Operations Manager

THE COMPANY

CLIENT SUPPORT & ONBOARDING SPECIALIST

My client is a  payment processor, providing services to global merchants. They focus on regulated merchants in fast-paced industries, where their online credit card processing solution offers compelling value.

The company’s ethos includes added value, excellence, integrity, reliability, and best-in-class pre- and post- sales support. Combined, they all add up to a compelling offer which is why so many merchants choose  them over other payment processors with similar solutions.

Due to rapid growth, they are now looking to recruit an experienced, full time, fully remote home based Client Support and OnBoarding Specialist

CLIENT SUPPORT & ONBOARDING SPECIALIST

In this pivotal role you will be the main day-to-day contact with merchants, offering

best-in-class  service  to  ensure  consistent  merchant  satisfaction  and  assistance  in  on-boarding  new merchants. In addition, you will be the main point of contact on operational matters with our product provider, escalating and managing operational issues, as needed. We’re looking for a highly professional, talented and proactive person, showing drive and ambition to succeed, who is comfortable multi-tasking between several merchants/tasks at any one time.

RESPONSIBILITIES

•   Merchant Support

o  Provide professional and responsive support to merchants, via email and Skype (text and voice), maintaining customer satisfaction by assuming ownership and timely resolution of all issues.

o  Coordinate with provider’s account manager to escalate and manage operational issues.

o  Assisting merchants and gateways with integration queries.

•   Onboarding – Assist with onboarding of new merchants, including reviewing submitted applications,

requesting missing documents, etc.

•   Settlements  –  Checking/creating  internal  settlement  reports,  identifying  and  resolving  any  related issues, and answering merchant queries.

•   Daily and weekly operational checks and related actions.

•   Chargeback management - Coordinating with merchants and chargeback team, against well-defined deadlines.

QUALIFICATIONS/REQUIREMENTS

•   Excellent verbal and written English and communication skills

•   Strong, customer focused interpersonal skills

•   Experience in online credit card processing

•   Experience in a technical/customer facing support role; preferably B2B

•   Excellent attention to detail

•   Experience in onboarding new merchants preferred

•   Strong and proven analytical and troubleshooting skills, including the ability to analyze and assimilate large amounts of transactional information, in order to identify and resolve issues

•   Strong multi-tasking capability, in an often high-pressure environment

•   Independent thinker, comfortable working alone but also a team player

•   Advanced efficiency in Microsoft Office (Excel, Word, Outlook)

•   Proven ability to meet regular targets & deadlines.

•   Willing to work from home, and as a result have a suitable private/separate workspace area, and will need to show that (s)he is a self-starter, resilient and proactive with a strong work ethic