This is a 6-months contract role.
Responsibilities:
- Serve as the primary contact for assigned merchants, handling both general servicing (e.g., account configuration, transaction inquiries) and case-based support (e.g., appeals and dispute requests).
- Educate merchants on product usage, account operations, and best practices-either directly or through subject matter experts.
- Drive continuous improvement across servicing metrics (SLA performance, ticket resolution, contact reduction, merchant satisfaction).
- Manage compliance, risk, and regulatory documentation requirements (e.g., PCI DSS compliance).
- Resolve merchant disputes and adjudications with clear communication and proper documentation.
- Own lower-complexity servicing issues and collaborate with specialist teams on higher-complexity cases.
- Work cross-functionally with Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering teams.
- Monitor performance, conduct case reviews, and support ongoing configuration and operational enhancements.
Requirements:
- Bachelor's degree or equivalent work experience.
- 7 years of experience in Customer Servicing, Merchant Servicing, Account Management, or Customer Success 10+ years preferred.
- Proven track record in delivering client-focused solutions and improving customer satisfaction.
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
- Experience with data visualization tools such as Looker or Tableau (or willingness to learn).
- Prior experience in the payments or financial services industry is preferred.
