As a Merchant Services Specialist with Pure Finance Group, you are responsible for setting up new merchants from application to boarding, managing merchant accounts, and resolving any issues related to merchant services and payment processing. This position requires strong experience in the merchant services industry, with a focus on credit card processing and Automated Clearing House (ACH) services. The ideal candidate will possess a customer-first mindset, exceptional problem-solving skills, and a solid understanding of payment processing.
Key Responsibilities:
Dealer Setup & Onboarding:
· Manage the setup of new merchants in the merchant services platform.
· Ensure all necessary documentation is collected, verified, and processed in a timely manner.
· Provide onboarding support for merchants, including training and troubleshooting initial setup issues.
Account Management:
· Oversee merchant accounts, ensuring all accounts are properly configured for payment processing.
· Monitor account performance and provide proactive support to prevent issues.
· Coordinate with the finance team to ensure accurate account details and payment processing.
Issue Resolution:
· Address and resolve merchant-related tickets and inquiries, including payment issues, account discrepancies, and technical problems.
· Work closely with internal teams to troubleshoot and resolve complex issues.
· Document all issues and solutions to create a knowledge base for future reference.
Customer Support:
· Provide excellent customer service to merchants, addressing their concerns and ensuring their needs are met in a timely manner.
· Experience working with back-end processor and gateway partners for support and being the face of the ISO to the merchants
· Maintain a professional, helpful, and responsive attitude at all times.
Process Improvement:
· Identify opportunities for streamlining account setups, merchant support, and issue resolution processes.
· Suggest improvements to systems and procedures based on feedback from merchants and internal stakeholders.
Compliance & Security:
· Ensure all dealer accounts comply with company policies and industry standards, including data security and privacy regulations.
· Assist in audits or compliance checks as necessary.
Qualifications:
· 2+ years of experience in merchant services or a similar role within the payments industry.
· Strong understanding of credit card processing and Automated Clearing House (ACH) services.
· Excellent problem-solving and troubleshooting skills.
· Strong communication and customer service skills.
· Ability to manage multiple accounts and resolve issues efficiently.
· Experience with merchant service software and payment platforms is a plus.
Preferred Skills:
· Familiarity with industry compliance standards, including PCI DSS.
· Knowledge of additional payment processing technologies (e.g., POS systems, mobile payments, payment gateways/portals).
· Previous experience working with merchant or vendor relationships.
Benefits: Joining as a Customer Support Specialist means being part of a dynamic team where your contributions truly matter. You’ll enjoy opportunities for career growth through ongoing training and development, all within a collaborative and supportive work culture. We offer competitive compensation, comprehensive benefits, and promote a healthy work-life balance, ensuring you can thrive both professionally and personally. Your role will have a direct impact on our dealers and customers, making your work meaningful and rewarding.
· 401(k)
· Dental insurance
· Health insurance
· Paid time off
· Vision insurance
· Hybrid
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Experience:
- merchant services: 3 years (Required)
- credit card processing: 3 years (Required)
Ability to Commute:
- Laurel, MD 20707 (Preferred)
Work Location: Hybrid remote in Laurel, MD 20707