Payment Specialist

Job Description

What You'll Be Doing:

• Serve as the payment subject-matter expert, guiding internal teams and customers through payment systems, merchant account setups, escalations, and resolution strategies.
• Research, troubleshoot, and resolve complex payment issues with precision and professionalism.
• Calm the chaos—de-escalate high-stress situations with empathy, clarity, and confidence.
• Lead and deliver training sessions that empower teammates and customers to better understand payment systems and best practices.
• Perform advanced reconciliations across transactions, settlements, and fees to ensure accuracy and transparency.
• Analyze trends in merchant issues and recommend updates to documentation, workflows, or processes to proactively improve the experience.
• Represent Merchant Services in meetings with Product, Customer Success, and Support teams—serving as a translator between business needs and technical realities.
• Maintain a deep understanding of processor platforms (e.g., First Data, Stripe) and stay current on payment industry developments.
• Document resolutions, processes, and best practices in internal knowledge bases to ensure organizational readiness and knowledge sharing.
• Consistently exceed performance metrics related to issue resolution, customer satisfaction, and quality.

  What You Bring to the Table:

• A deep understanding of the payments ecosystem, including PCI compliance, credit/ACH processing, disputes, settlements, and merchant funding.
• A proactive, solution-oriented mindset—you don’t just fix problems, you help prevent them.
• Strong ethics and a passion for protecting sensitive customer data.
• A collaborative spirit—you’re a team player who works well across departments and functions.
• Ability to explain technical payment concepts clearly and simply to customers and non-technical teams.
• Thrive in a fast-paced environment and remain calm under pressure.
• Meticulous attention to detail and strong organizational skills.

Qualifications

Required:

• Bachelor’s degree or equivalent work experience
• 2+ years in a customer-facing support role
• 1+ year of experience working on a payments team
• Comfort managing complex financial projects and customer escalations
• Proficiency in general PC tools and systems

Preferred:

• 3+ years in customer-facing support
• 2+ years of experience in payment operations or merchant support
• Familiarity with payment processors such as First Data and Stripe