Merchant Operations Specialist

NorthAB LLC; Indiana; Remote; USD 48,000 - 72,000; Full time

Job summary

PayTrace is seeking a Merchant Operations Specialist to support internal sales, partners, and customers through onboarding and ongoing sales support. You will manage onboarding intake, escalate issues, and ensure timely, high-touch service for merchants and ACH processing clients.

You will collaborate across departments to resolve escalated issues, maintain SLAs, and keep knowledge bases current, contributing to process improvements and cross-functional training.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of merchant customer service and processing experience.
• Honesty and integrity in professional conduct.
• Strong attention to detail in processing onboarding.
• Excellent interpersonal and customer service skills with internal and external partners.
• Ability to identify opportunities for synergy and integration.
• Ability to establish clear responsibilities and processes; accountable to results.

Responsibilities

• Manage the intake process for new product account boards from external partners and internal sales, ensuring setup of software, pricing, and request details.
• Facilitate onboarding and training of new partnerships.
• Review and manage pricing quotes with the internal sales team and PayTrace customers.
• Communicate underwriting and risk matters to sales teams when supporting new merchant or partner boards.
• Maintain knowledge of company applications and products to enhance customer engagements.
• Respond to escalated issues and questions regarding supported products or features from sales teams.
• Provide a high-touch experience for high-value customers while delivering consistent support.
• Collaborate with sales and cross-functional teams to identify and resolve escalated issues with urgency.
• Maintain department SLAs and activate net-new business onboarding efficiently.
• Update and manage knowledge base content; inform team of changes.
• Investigate root causes of sales support issues and identify improvement solutions.
• Contribute to developing and documenting processes and procedures.

Skills

Interpersonal skills

Attention to detail

Planning and prioritizing

Customer service

Synergy identification

Education

Bachelor’s degree or equivalent experience

Job description

Merchant Operations Specialist

PayTrace - Remote

As the Merchant Operations Specialist, you will be responsible for supporting internal sales teams, external partners and customers to ensure a smooth onboarding process. This role is responsible for delivering exceptional sales support to PayTrace’s internal sales teams, as well as excellent customer service to PayTrace’s merchant & ACH processing customers.

This role within the Merchant Operations team will lead and manage the intake of new onboarding clients, escalations from internal sales teams, and support tickets related to new and potential clients.

What you'll do:

• Manage the intake process for new product account boards from external partners and internal sales, ensuring appropriate software, pricing and request details are set up.
• Facilitate onboarding and training new partnerships.
• Review and manage pricing quotes with the internal sales team and PayTrace customers.
• Facilitate communication and knowledge transfer of underwriting and risk matters to PayTrace’s sales teams when supporting a new merchant or partner board.
• Develop and maintain strong working knowledge of all company applications and products to enhance customer engagements.
• Manage and respond to escalated issues and questions regarding supported products and/or features from sales teams.
• Provide a high-touch, proactive experience for PayTrace’s high-value, high-profit customers while creating moments of magic with every interaction.
• Collaborate with sales and cross-functional departments to identify, report and solve escalated customer issues with a sense of urgency.
• Maintain department SLAs, by managing the activation process of net new business and supporting customer onboarding efficiently.
• Manage content of knowledge base, identify updates, and inform team members of changes.
• Investigate and determine the root cause of sales support issues and identify solutions for improvement.
• Assist in developing and documenting processes/procedures.

What we need from you:

• Bachelor’s degree or equivalent experience
• 2+ years of experience in merchant customer service and processing, preferably in the B2B space
• Consistently models high standards of honesty and integrity
• Strong attention to detail.
• Reviews processes to ensure maximizing efficiency.
• Strong interpersonal skills, providing high levels of customer service to both internal and external partners.
• Ability to identify and seize opportunities for synergy and integration.
• Ability to establish clear responsibilities and processes for monitoring work and measuring results. Holds self and others accountable.
• Plans and prioritizes work to meet commitments aligned with organizational goals.

Travel Requirements : Up to 10%

Salary Range: $48,000 to $72,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

PayTrace by North - Payment and ACH processing, virtual terminals, and more. The B2B payments expert transforming financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, we help B2B companies become more efficient, successful, and profitable.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: