We are seeking a detail-oriented and analytical Merchant Services Analyst to join our team. In this role, you will support the operational, analytical, and technical needs of our merchant services team, ensuring the smooth functioning of payment processing systems, managing vendor relationships, and providing exceptional service to our merchant clients. This position requires a combination of problem-solving skills, industry knowledge, and a strong focus on customer satisfaction.
Key Duties
- Data Analysis & Reporting:
- Monitor and analyze merchant transaction data to identify trends, anomalies, and potential risks.
- Generate reports to provide insights into merchant performance, chargebacks, and payment processing efficiency.
- Assist in forecasting and improving merchant transaction performance metrics.
- Merchant Support:
- Serve as the primary point of contact for merchants, addressing inquiries related to payment processing, account setup, and transaction issues.
- Provide guidance on industry best practices, compliance requirements, and operational improvements.
- Assist merchants in resolving technical issues related to payment gateways, terminals, or software.
- Vendor Relationship Management:
- Manage relationships with payment vendors, ensuring high levels of service and alignment with company objectives.
- Collaborate with vendors to address issues, negotiate contracts, and ensure compliance with service-level agreements (SLAs).
- Evaluate vendor performance and provide recommendations to improve services and partnerships.
- Operational Excellence:
- Oversee the onboarding and setup process for new merchants, ensuring accurate documentation and seamless integration.
- Collaborate with cross-functional teams (e.g., IT, Risk, and Sales) to enhance merchant services and optimize internal processes.
- Ensure compliance with PCI-DSS, payment card industry regulations, and other relevant standards.
Education/Training
- Bachelor’s degree in business, finance, or a related field (or equivalent experience).
- 2+ years of experience in merchant services, payments processing, financial services, or a similar field.
- Experience with merchant services and managing vendor relationships in the payments or financial services industry is a strong plus.
Required Work Experience/Skills
- Strong analytical and problem-solving skills, with the ability to interpret and present complex data.
- Proficiency in Microsoft Excel, data visualization tools, and CRM systems.
- Excellent communication skills, both written and verbal, with a customer-first mindset.
- Knowledge of payment gateways, processing platforms, and PCI compliance is preferred.
- Ability to work independently and collaboratively in a fast-paced environment.
Discretionary Judgment
• N/A
Physical Demands, Working Conditions, and General Employment Guidelines
• While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform theessential functions.
Equipment
• Daily use of Microsoft Teams (phone), computer, printer, and other routine office equipment.
• Must have internet access.
Safety to Self and Others
• Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment
Working Conditions/Hazards
• Quiet working conditions are representative of those an employee encounters while performing the essential functions of this job
Work Location
• Remote