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Merchant Processing Coordinator

Merchant Processing Coordinator

WellnessLivingHybrid Thornhill, Canada
9 days ago
Job type
  • Full-time
  • Remote
Job description

Responsibilities

  • Educate and guide business owners on the various features and functionalities of our payment processors.
  • Contribute toward a smooth onboarding experience by ensuring that customer merchant accounts are seamlessly integrated with the WellnessLiving platform.
  • Prioritize timely and efficient responses to merchant application inquiries. You will work towards predefined Service Level Objectives, prioritizing escalated tickets and delivering exceptional support to our customers.
  • Actively promote value-added products and features provided by our payment processors and educate business owners of the benefits to improve payment success rates and streamline operations.
  • Maintain an established KPI for selling products / services to eligible merchants.
  • Handling sensitive information with the utmost care and confidentiality, adhering to company policies regarding information safeguards and data handling.
  • Navigate around challenging scenarios such as merchant application declines by skillfully managing customer expectations, providing understanding and support during the process
  • Swiftly address escalations by working closely with partner processing platforms and swiftly investigating all issues that arise during the application process.
  • Efficiently perform your duties by utilizing and adapting to platforms such as Zoho and various payment portals.
  • Embody our brand values and uphold our reputation in the market as a positive representative of WellnessLiving. This involves understanding our brand values, leaving a positive online presence, being transparent with our customers, and focusing on a customer-centric approach.
  • Foster long-term relationships and trust by leaving a lasting impression on our customers through a professional and approachable demeanor.
  • Foster a culture for continuous improvement within the organization by identifying areas of improvement within work procedures and collaborating with the leadership team to provide valuable insights and innovative ideas.

Skills & Qualifications :

  • Relevant certifications in Fraud Prevention, Risk Management, or Payments Industry Standards is preferred.
  • 1-3 years of experience in a customer support role, preferably in either Technology, Fintech, or Financial Services (Lending, Credit).
  • Strong communication and interpersonal skills, with the ability to effectively educate and consult with business owners about value-added products.
  • Experience using Customer Relationship Management (CRM) systems and / or ticketing systems for tracking and documentation.
  • Some experience with consultative selling is preferred, with a focus on offering solutions that benefit customers.
  • Proven ability to provide excellence customer service and address customer concerns in a prompt and professional manner.
  • Possess an analytical mindset and ability to diagnose and resolve complex customer concerns.
  • Experience with successfully troubleshooting various technical problems and inquiries.
  • Outstanding attention to detail, accuracy in notating, and thoroughness in investigation and problem-solving.
  • Ability to effectively communicate and collaborate across multiple internal teams, with a customer- and solution-oriented approach to identified challenges.
  • Understanding of payment processing systems is strongly preferred, along with familiarity with various payment methods (credit cards, e-wallets, etc.)
  • Basic understanding of API integration and troubleshooting is an asset.
  • Experience managing the end-to-end chargeback process, from notification to resolution is considered a valuable asset.