Merchant Implementation Manager

Basys Processing; Lenexa (KS); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Basys Processing in Lenexa, KS, seeks an Onboarding Specialist to guide merchants from application to first deposit. You will validate information, set expectations, and coordinate with sales, partners, and deployment teams to ensure a smooth onboarding experience.

You will manage timelines, handle outbound communications, train merchants on equipment, and ensure compliance and SLA adherence. A bilingual pay differential is available for eligible languages, and a hybrid work arrangement is

Qualifications

• Associate or Bachelor’s Degree Preferred.
• Minimum of 2 years of experience in a financial institution or customer service position required.
• Proficiency in Microsoft Office Suite, CRM.

Responsibilities

• Manage the onboarding implementation process including validation and planning calls, underwriting responses, and follow-through.
• Set expectations with merchants based on timelines and onboarding turnaround times.
• Serve as the main point of contact for merchants, sales agents, partners, and internal teams during onboarding.
• Engage in outbound communication to move progress, maintain a sense of urgency, and ensure efficient onboarding and first deposits.
• Assist with setting onboarding teams’ priorities based on timelines established with merchants.
• Provide training and troubleshooting to merchants and ensure compliance standards are met.
• Leverage AI where appropriate to improve onboarding efficiency and performance.
• Hit SLAs and provide feedback to management for process improvements.

Skills

Interpersonal skills

Time management

Organizational skills

Communication

Troubleshooting

Education

Associate/Bachelor's degree preferred

Tools

Microsoft Office Suite

CRM

Job description

Summary

Facilitates the onboarding process from start to finish with new merchants. Makes the first point of contact with merchants from the Operations side, validating the information provided on their application and setting expectations for next steps. Follows their assigned merchants’ progress from application submission, through the first deposit with Basys, helping to resolve any issues and train them on equipment along the way. Serves as a liaison between merchants, sales agents, partners, boarding and deployment groups.

Duties & Responsibilities

Essential Functions

• Manages th e implementation process which includes validation and planning calls, underwriting responses, implementation follow through, and more.
• Sets expectations with merchants based on typical timelines for their business type and current turnaround times for onboarding teams.
• Serves as main point of contact for merchant, sales agent, partner, and internal teams during the onboarding phase.
• Spends much of their day on outbound communication with merchants to keep progress moving, relay a sense of urgency, achieve efficient boarding times and first deposits, while maintaining a positive merchant experience.
• Assists with setting onboarding teams’ priorities based on timelines established with merchants.
• Provides training and troubleshooting to merchants and assures compliancy standards are met.

Additional Responsibilities

• To remain innovative and efficient, the use of AI is typical and expected within this role and at Basys
• Responsible for hitting SLAs.
• Provide feedback to managers around opportunities for improvement that are uncovered during onboarding.
• Identify circumstances where processing will be delayed and follow separate procedures.
• Complete other assigned duties as requested.

Requirements

• This role is eligible for a hybrid. Up to 1 day per week may be worked remotely in accordance with the telecommuting policy.
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Associate or Bachelor’s Degree Preferred
• A minimum of 2 years of experience in a financial institution or customer service position required
• Proficiency in Microsoft Office Suite, CRM