Job Information
Biller Genie Merchant Services Operations Manager in Orlando, Florida
We are looking for a seasoned Merchant Services Manager who will assist in building our alternative payments division. If you think of yourself as a super-utility merchant services Swiss army knife — someone who isn’t afraid to reach past the boundaries of what exists today, using their intelligence and knowledge to bring solutions in all aspects of our payments discipline; from onboarding and pre-underwriting to programming gateways and change requests — we want you to join our growing team ASAP!
This role is an on-site position. It is based in the Orlando area near International Drive, just minutes from I-4 and the Turnpike. If applying from out of state, please indicate "Planning to Relocate" at the top of your resume for consideration.
About Us: Recently ranked #259 on the Inc 5000 fastest growing companies in the United States, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. Based in Orlando, we are experiencing rapid growth and serve clients throughout the United States. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.
Primary Job Responsibilities:
Manage the onboarding process for new merchant clients, ensuring a smooth transition and positive customer experience.
Coordinate with internal teams to gather necessary documentation and information for onboarding.
Conduct pre-underwriting assessments to evaluate merchant applications and determine eligibility for services.
Collaborate with underwriting teams to facilitate the approval process and address any concerns.
Oversee relationships with third-party vendors and service providers, ensuring compliance with service level agreements (SLAs).
Evaluate vendor performance and provide recommendations for improvements or changes as necessary.
Manage and process change requests from merchants, including modifications to services, account information, or payment processing needs.
Ensure timely communication and resolution of change requests, maintaining a high level of customer satisfaction.
Coordinate the setup and configuration of payment gateways for merchant clients, ensuring compatibility with their systems.
Troubleshoot and resolve any issues related to gateway integration.
Oversee the programming and deployment of payment terminals for merchants, ensuring proper functionality and security.
Provide training and support to merchants on the use of terminals and payment processing systems.
Generate reports on merchant performance, transaction volumes, and other key metrics to identify trends and areas for improvement.
Analyze data to support decision-making and strategic planning for merchant services.
Serve as a point of contact for merchant inquiries and issues, providing prompt and effective support.
Collaborate with customer support teams to ensure high-quality service delivery.
Qualifications:
Bachelor’s degree in Business Administration, Finance, or a related field (or equivalent experience).
3-5 years of experience in merchant services, payment processing, or a related field.
Proven experience in onboarding and managing merchant relationships.
Familiarity with payment gateway systems and terminal programming.
Understanding of underwriting processes and risk assessment in merchant services.
Proficiency in using Salesforce CRM systems and reporting tools.
Experience in managing vendor relationships and evaluating performance.
Strong verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
Excellent interpersonal skills to build relationships and collaborate with cross-functional teams.
Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
Ability to manage multiple priorities and adapt to changing demands in a fast-paced environment.
A commitment to providing exceptional customer service and ensuring customer satisfaction.
Experience in handling customer inquiries and resolving issues effectively.
Certified Payments Professional (CPP) certification preferred.
Benefits:
Comprehensive Medical, Dental, and Vision plans.
401k with up to 4% company match.
Flexible Unlimited Paid Time Off (PTO) policy
Our Mission:
To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.
Our Core Values:
Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.
Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.
Catch Up - We are high performers and love a fast-paced environment.
Believe in the Genie - We are passionate about where we are going as a team, and we show we care.
Class shines - We are articulate professionals who carry ourselves well and speak with purpose.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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