Merchant Success & Onboarding Specialist

Windcave; England; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Pension plan

Excellent internal progression options

Hybrid working (3 days in office)

Job summary

Windcave is expanding its global payments platform and seeks a Customer Management Specialist to oversee onboarding, ownership changes, and cancellations for merchant services, while delivering ongoing customer support.

You will work with merchants, sales, Compliance, and Technical Support to ensure smooth processing and timely issue resolution, driving a positive customer experience.

Qualifications

• Bachelor's degree in a similar field is required.
• An accounting certificate/qualification would be an advantage.
• 1-3 years of proven experience in banking credit/merchant services or a relevant role.
• Proficient in Microsoft Office tools (Excel, Word, PowerPoint).
• Skilled in analysing data, identifying patterns and solving problems.
• Quick to learn and adapt to new concepts in cards, payments and fintech.
• Understands payment card products and services and how they align with customer needs.
• Foundational understanding of sales principles and ability to identify customer needs.
• Excellent communication of ideas and feedback via verbal and written channels.
• Strong collaborative relationships across cross-functional teams.
• Responds promptly and professionally to customer inquiries via phone and email.

Responsibilities

• Facilitate onboarding by working with merchants, sales and stakeholders.
• Ensure all required documents are collected and internal communications are coordinated by CMU.
• Manage end-to-end merchant onboarding in a timely manner.
• Handle cancellations when devices are returned and deactivate services.
• Update merchant details on Payline as requested by merchants.
• Manage change of ownership for outgoing/incoming merchants with sales and acquiring teams.
• Coordinate AML/KYC information with the Compliance team.
• Work with Technical Support to resolve queries.
• Provide excellent customer service and resolve merchant service queries.

Skills

MS Office

Data analysis

Communication skills

Organizational skills

Customer service

Education

Bachelor's degree

Accounting certificate

Job description

Windcave is expanding its global payments platform and seeks a Customer Management Specialist to oversee onboarding, ownership changes, and cancellations for merchant services, while delivering ongoing customer support.

You will work with merchants, sales, Compliance, and Technical Support to ensure smooth processing and timely issue resolution, driving a positive customer experience.