Merchant Operations Specialist

Accountabilities: Manage intake for new product and merchant account requests from internal sales teams and external partners, ensuring software, pricing, and request information are complete and accurate. Facilitate onboarding and training for new partners, helping establish strong relationships and effective working processes. Review and coordinate pricing quotes with sales teams and customers, ensuring requests are handled accurately and efficiently. Communicate underwriting and risk considerations to sales teams when supporting new merchants and partner accounts. Develop and maintain strong knowledge of payment applications, products, and features to provide effective support and guidance. Manage escalated questions and issues from internal sales teams, investigating concerns and coordinating timely resolutions. Deliver a proactive, high-touch experience for high-value customers while maintaining a strong focus on service quality. Collaborate with sales and cross-functional teams to identify, investigate, and resolve escalated customer issues with urgency. Monitor activation and onboarding activities to help maintain departmental service-level agreements and efficiently bring new business online. Maintain and improve knowledge-base content, identifying necessary updates and communicating changes to relevant team members. Investigate root causes of sales-support issues and recommend solutions that improve processes, efficiency, and customer outcomes. Assist with developing, documenting, and refining operational procedures and workflows. Requirements Bachelor’s degree or equivalent professional experience. At least 2 years of experience in merchant customer service, payment processing, or a related environment, preferably supporting B2B customers. Strong understanding of merchant services, payment processing, or ACH operations is highly valuable. Consistent commitment to honesty, integrity, accountability, and high service standards. Excellent attention to detail, with the ability to review processes and identify opportunities to improve efficiency. Strong interpersonal and communication skills, with the ability to build productive relationships with both internal teams and external customers. Demonstrated ability to investigate problems, identify root causes, and develop practical solutions. Ability to recognize opportunities for collaboration, integration, and operational improvement. Strong organizational skills, including the ability to establish clear responsibilities, monitor workflows, and measure results. Ability to plan and prioritize multiple tasks while meeting commitments and organizational objectives. Comfortable working in a fast-paced environment where customer needs and business priorities can evolve quickly. Willingness to travel up to 10% as required. Benefits Salary range of $48,000–$72,000 , with compensation varying based on location, job-related knowledge, skills, and experience. Fully remote position within the United States. Opportunity to work in the B2B payments and merchant services sector. Exposure to merchant onboarding, ACH processing, sales operations, underwriting, risk, and customer support. Collaborative environment with opportunities to work across sales and multiple business functions. Opportunity to contribute directly to process improvements, operational efficiency, and customer experience. Inclusive workplace committed to diversity and equal employment opportunity. Potential for additional total rewards and compensation based on the complete employment package.