Merchant Account Specialist

This position is intended to be filled internally. External candidates will not be considered.

About SofterWare

Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.

Responsibilities

• Coordinate with processing partners to ensure timely and accurate merchant account setup, enabling clients to begin processing as quickly as possible
• Configure and maintain client payment gateways to support successful transaction processing
• Provide clients with orientation on gateway reporting tools to build confidence and basic system understanding
• Support the Risk and Underwriting team to help reduce backlog and maintain efficient processing timelines
• Respond to client inquiries via phone and email in a timely, professional, and compliant manner, minimizing disruption to their operations
• Document client interactions, issues, and resolutions in the CRM to ensure visibility and continuity of support
• Identify escalated client issues to the appropriate team members to de-escalate and resolve the situation
• Participate in special projects and take on additional responsibilities as assigned to support team and organizational goals

Requirements

• Strong customer service and organizational skills with the ability to manage multiple priorities effectively
• Excellent written and verbal communication skills
• Proven problem-solving abilities with attention to detail
• Positive, team-oriented attitude with a strong work ethic and commitment to client success
• Technical aptitude with proficiency in standard software applications (e.g., Microsoft Office, Google Workspace)
• Ability to proactively follow up on leads and manage scheduling/appointments independently
• Basic accounting and reconciliation skills preferred
• Familiarity with credit card, ACH (e-check), and merchant services preferred

Qualifications

• 2-3 years of experience in the customer service industry preferred
• Accounting/Bookkeeping experience is considered a plus
• Experienced in “solution selling", having the ability to work with clients by identifying company goals and initiatives and moving them through the sales cycle to close