Merchant Services Specialist

Zenith Payments; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

ZenPay is seeking a Merchant Services Specialist to own a portfolio of merchant accounts and support Business Development Managers with key accounts. You will engage merchants, understand their needs, monitor activity and identify opportunities to grow transaction volumes.

You'll work with CRM tools, maintain records and ensure compliance with privacy and financial regulations. A customer-facing background in payments or B2B services is highly valued.

Qualifications

• Early career experience in account management, business development or customer facing role; payments/fintech familiarity valued.
• Strong phone and written communication; ability to interact with clients and build rapport quickly.
• Proven ability to work to targets and manage multiple accounts and priorities.
• Knowledge of merchant services, EFTPOS/terminal or online payment gateway is a plus.
• Understanding of KYC and AML requirements in financial services.

Responsibilities

• Own a portfolio of ZenPay merchant accounts and grow transaction volumes.
• Support Business Development Managers with key accounts.
• Maintain accurate records of merchant interactions, opportunities and pipeline.
• Identify upsell and cross-sell opportunities across ZenPay platform.
• Monitor account health indicators and minimize churn.

Skills

Account management

Business development

Customer facing

Payments knowledge

CRM (HubSpot)

Microsoft 365

Communication

Target-driven

KYC/AML

Education

Bachelor's degree in business or related

Business degree

Tools

HubSpot CRM

Microsoft 365

Job description

ZenPay is a secure payments platform built for Australian businesses, their teams and their customers. We're Australian owned and operated, financially strong and investing in our next phase of growth. As AI, automation and modern technology reshape the way businesses and customers transact, we're building the products and team to help lead that change. This is an opportunity to join ZenPay at a pivotal point and make a visible contribution to how Australia pays and gets paid. We are a close knit, growing team, and we are building a culture where people are supported to learn, take ownership and build a long term career in payments.

Position Purpose

The Merchant Services Specialist is a relationship and growth role responsible for owning a portfolio of ZenPay merchant accounts, supporting Business Development Managers with key accounts, and keeping and growing our current business.

Key Accountabilities

• Responsible for merchant engagement across all ZenPay verticals, ensuring high satisfaction of merchants utilising ZenPay’s platform while seeking out ways to grow our share of total payment flows within each merchant’s business profile.


• Build a strong understanding of each merchant's business, payment needs and transaction volumes, and proactively identify opportunities to retain, grow and add value to the account.


• Conduct regular account check ins and reviews to maintain satisfaction and minimise churn.


• Identify and action upsell and cross sell opportunities across all verticals within the ZenPay platform.


• Monitor account health indicators (e.g. transaction volumes, inactivity, complaints) and elevate at risk accounts early.


• Maintain accurate, up to date records of all merchant interactions, opportunities and pipeline activity in the CRM.


• Comply with all ZenPay policies and procedures, including Privacy, Information Security and PCI DSS requirements, and handle merchant and cardholder data confidentially.

Key Selection Criteria

Mandatory Expertise

• Early career experience in account management, business development or customer facing role (experience in payments, fintech, banking, telco, SaaS or B2B services highly regarded).


• Confident, professional phone manner, with demonstrated ability to handle inbound enquiries and make outbound prospecting calls.


• Strong interpersonal and communication skills, with the confidence to interact with clients and build rapport quickly.


• Demonstrated ability to work to targets and KPIs and manage multiple accounts and priorities at once.


• Sound computer skills, including AI tools, CRM (HubSpot preferred) and Microsoft 365 (Outlook, Excel, Word, Teams).


• Knowledge of merchant services, EFTPOS and terminal, online payment gateway or card payment products.


• Tertiary qualification in business, marketing, commerce or a related field, or working towards one.


• Understanding of KYC and AML requirements in financial services.

You do not need to tick every box. If this role excites you and you meet most of the criteria, we encourage you to apply.