Remote 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

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.