Payment Onboarding Specialist

About the role

The Payment Onboarding Specialist will coordinate the collection of documents to ensure a successful onboarding, underwriting, and merchant setup process. In this position, you will coordinate administrative activities, maintain reports for the Payment Operations Team, and monitor tasks associated with onboarding. The Payments Onboarding Specialist is an outstanding team member with a high degree of attention to detail who will help ensure high-quality deliverables for client success.

Responsibilities

• Build strong, trustful relationships with customers, banking partners, and any outside vendors that have crossover with Payment Operations.
• Develop, maintain, and update reports to assist and inform various partners and departments on payment-related issues, project statuses, and implementation dates.
• Monitor project progress and communicate or handle any issues that arise.
• Coordinate and work with project managers to provide guidance for merchant onboarding and eliminate blockers.
• Work with clients to obtain underwriting documentation in preparation for onboarding.
• Assist in conducting due diligence reviews of applications, ensuring accuracy and completeness.
• Work independently to research and resolve merchant inquiries.
• Accurately perform the merchant setup process to ensure proper settings for each merchant.
• Update the appropriate merchant files daily to ensure proper documentation of activity.
• Process merchant onboarding applications in a timely manner and coordinate resolution of any issues with partners or underwriting.
• Thoroughly understand the merchant application and underwriting process with our credit card and ACH processors.
• Lead resolution of any merchant setup or configuration issues. Work to understand potential issues and proactively take steps to avoid or resolve them.
• Perform duties as assigned by director.
• Other operational duties as assigned.

Requirements

• Bachelor’s Degree in Business, Project Management, or related degree, or equivalent experience.
• Payments industry experience not required, but a major plus.
• Proven work experience as an Onboarding Specialist or similar role; insurance and/or merchant services experience is preferred.

Skills & Qualifications

• Proficiency in Microsoft applications is required.
• Expert-level Excel skills are highly desired.
• Experience with project management framework.
• Excellent attention to detail, strong investigative skills, and exceptional analytical skills.
• Solid organizational skills, including multitasking and time-management.
• Excellent listening, verbal, and written communication skills.
• Excellent client-facing and internal communication skills.
• Ability to function with high-level and long-term strategy in mind.
• Ability to maintain strong organization skills with high volumes of projects.
• Ability to efficiently multi-task and prioritize.
• Excellent customer service ability that results in trust and long-standing relationships with customers.
• Familiarity with JIRA and Salesforce is desired.

Desired Traits

• Growth Mindset
• Problem Solver
• Demonstrates Ethical Behavior
• Leverages Resources
• Strong Drive
• True Team Player
• Supportive & Adaptable to Change
• Commitment to Personal & Professional Development
• Strong customer service focus

Physical Demands

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Environment: Standard indoor office setting; exposure to computer screens.
• Physical: Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner, and other tools as needed.
• Vision: See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
• Hearing: Ability to hear in the normal audio range with or without corrections.

Benefits

• Competitive salaries
• Comprehensive benefits — including medical, dental, and vision insurance
• 401(k) plan
• Strong commitment to work-life balance
• Opportunities for career advancement