Specialist I, Merchant Boarding

Title

Merchant Boarding Specialist

Merchant Boarding & Bus. Services

Reports To

Manager, Merchant Boarding & Administration

Position Overview

The Merchant Boarding Specialist is responsible for supporting various areas within Operations to ensure smooth and efficient onboarding of merchants. This role involves performing a range of administrative and office support activities, such as processing merchant applications, creating and maintaining operational reports, and assisting with compliance requirements. The Merchant Boarding Specialist works closely with the Customer Care Manager, the Vice President of Operations, and other stakeholders to ensure timely and accurate merchant onboarding and retention.

Duties And Responsibilities

• Merchant Onboarding and Support:
• Manage the end-to-end merchant onboarding process, including reviewing applications, verifying information, and ensuring all necessary documents are complete and compliant with industry regulations
• Communicate effectively with sales offices, providing updates on merchant rate analysis and application status
• Coordinate with internal teams to address any issues or discrepancies in the onboarding process

• Rate Analysis and Reporting:
• Initiate and conduct merchant rate analysis to support Customer Care and Retention agents in improving merchant satisfaction and retention
• Provide detailed analysis results to sales offices and stakeholders, ensuring transparency and accuracy.

• 1099-K Management:
• Oversee the distribution of 1099 forms to merchants, including sending initial and corrected copies as needed
• Upload corrected 1099 forms to the file sent to the IRS, ensuring compliance with federal reporting requirements.

• Customer Service and Retention:
• Assist with overflow of incoming customer service calls and manage pending closure requests from Customer Care
• Conduct Swap Debit Calls and serve as a backup for the Retention Administrator when required
• Execute daily sales office retention reporting and maintain data on the Dashboard

• Other Administrative Duties:
• Support various operations-related tasks as assigned by management
• Ensure adherence to Standard Operating Procedures (SOPs) and compliance with industry regulations
• Collaborate with cross-functional teams to optimize onboarding processes and enhance merchant experience.
  

Qualifications

• Strong communication skills, with the ability to work patiently, professionally, and assertively in a fast-paced environment
• Quick learner with the ability to grasp new ideas and concepts rapidly
• Detail-oriented, responsible, and capable of multi-tasking and prioritizing time-sensitive responsibilities
• Excellent phone etiquette and follow-up skills, with the ability to work independently on recurring, repetitive tasks
• Ability to exercise sound judgment and maintain a customer service-focused approach
• Demonstrated initiative, flexibility, and adaptability to changing business needs
• Experience in the payment processing industry or a similar regulated environment is preferred
  
  

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations
  
  

Job Classification

• Exempt
  
  

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com.