Merchant Onboarding Specialist
vor 3 Monaten
About PayEngine Powered by our VC-funded organization, Platform Factory Inc., PayEngine is an embedded, full-service, financial transaction technology. Our vertically focused SaaS Partners leverage PayEngine APIs, webhooks and proprietary widget technology, to embed, launch, and scale payments for their customers.
As a player in the FinTech payments space, we understand the critical need to offer agile SaaS-based solutions backed with scalable payments orchestration. Our mission is to create an orchestrated-commerce for our Partners that provides the agility of SaaS sprints with the support of payments-related services.
About the roleWe are looking for an energetic Onboarding Specialist to own merchant application processing across PayEngine processors. The Onboarding Specialist owns the day-to-day management of onboarding merchants from application submission to account activation. The specialist acts as a liaison between processor and Partner or processor and Merchant depending on the orchestrated solution.
The Onboarding Specialist owns submitting applications to processors, coordinating with necessary parties through application pends, and moving applications through the operations funnel stages to account activation. This is a role that requires exceptional focus on process and Service Level Agreement ("SLA") deliverables. An existing payments onboarding background is required to shrink the learning curve and effectively navigate application submission process across multiple processor systems, maintain accurate status records across multiple processor and PayEngine systems, adapt to multiple communication methods, maintain accurate stage reporting within internal systems, present merchant account status and conversion reports to management line on a consistent basis (typically daily) and communicate processor system or workflow changes upward to line manager as needed.
ResponsibilitiesPayEngine is a dynamic technology that is constantly offering new products and innovative features to help our Partners grow their customer base. Below are some of the tasks the Onboarding Specialist is responsible for; please note, this is not an exhaustive list and will evolve alongside new product releases.
Meet or exceed operations-based SLA targetsAct with a sense of urgency when engaging with a processor, a Partner or a MerchantEffectively communicate time limitations when necessary to a Partner or a MerchantImmediately raise to line manager any at-risk SLA deliverablesBe a subject matter expert on all PayEngine processors' standard operating procedures ("SOP"s)Own, maintain and update assigned onboarding SOPsBe a merchant advocate to the processor when necessaryMaintain accurate application pipeline records within all internal systemsUnderstand potential onboarding issues and proactively take steps (up to and including escalating to line manager) in an effort to avoid an undesirable onboarding situationExecute application processing managementSubmit and manage application submissions to processorsKeep up to date records in all internal systems at all timesCommunicate application processing challenges through proper channels to full resolutionCoordinate with multiple providers as needed per application packetUtilize established tools and processes to facilitate application processingIdentify process optimization where availableDocument tools or process changes as neededGenerate application status reporting as neededEscalate implementation challenges and seek guidance from line manager as neededBe a key contributor in development of quarterly Executive Meeting reports and presentations (as requested)Proactively recommend product or process changes to constantly improve the Partner and Merchant onboarding experienceMinimum RequirementsBachelor's degree in Business, Marketing, Communications, or related discipline. Relevant, current work experience in lieu of a degree may be considered.3+ years merchant services application processing experience with a top-tier, e-commerce, processor or equivalent requiredSaaS payments orchestration experience a plusStandard Operating Procedures development and maintenance experienceAdvanced proficiency with Google Suite tools; Drive, GMail, Calendar and SheetsProficient with updating Jira boards and/or Confluence pagesExperience using Customer Relationship Management (CRM) systems a plusExcellent task management with ability to not let untracked tasks be ignoredMust have excellent written, verbal, and interpersonal communication skillsSelf-motivated, driven, and can operate independently with minimal supervisionHave the desire to grow the role and deliver exceptional serviceAbility to work as a part of a teamMust be organized and have excellent time management skillsMust be able to engage with business professionals at all levelsMust be articulate, friendly, and outgoing to convey a variety of ideas and conceptsAbility to work to a very high standard under pressureAbility to meet or exceed deadline requirements
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