Merchant Application Specialist

Summary

Join ConnectWise as a Merchant Application Specialist and ensure a seamless experience for our partners throughout the payments product lifecycle. Partner with the Merchant Operations team to guarantee successful merchant application processing. This role requires strong analytical skills, exceptional customer service, and the ability to manage multiple systems and processes. You will provide support to the Merchant Operations team, facilitate communication between partners and payment processors, and manage escalations. A bachelor's degree or equivalent experience and 2+ years of related experience are required. The position offers a hybrid/remote/on-site work arrangement.

Requirements

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Highly analytical and data-driven mindset
• Excellent time management and organizational skills
• Self-motivated and calm under pressure
• High attention to detail
• Exceptional Customer Service via phone, email and virtual meetings
• Bachelor’s degree required in related field or equivalent business experience
• 2+ years of related experience

Responsibilities

• Provides support to the Merchant Operations team, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Merchant Operations team through the explanation of facts, policies, and practices
• Ensures all necessary documentation for merchant application is complete before submission to GPI
• Facilitate communications and information transfer between partner and external payment processor to ensure a merchant account is approved for the partner
• Manages and reports escalations for both partners and third parties
• Follows a range of internal processes and uses multiple systems to ensure successful partner onboarding
• Meets with partners to assist in the activation of their products
• Responds to partner inquiries in a timely and accurate manner
• Ensures internal and external documentation is up to date

Preferred Qualifications

• Knowledge of Salesforce, Case Management, ConnectWise PSA
• Experience working in the payment sector

Benefits

• Hybrid/Remote/On-Site depending on location
• 0-10% travel may be required