Merchant Onboarding Specialist

5 days ago

Sydney, Australia PayEngine Full time

Merchant Onboarding Specialist (Contract - AUS)

**About PayEngine**

Powered by our VC-funded organization, Platform Factory Inc., PayEngine is an embedded, full-service, financial transaction technology. Our vertically focused SaaS Partners leverage PayEngine APIs, webhooks and proprietary widget technology, to embed, launch, and scale payments for their customers.

As a player in the FinTech payments space, we understand the critical need to offer agile SaaS-based solutions backed with scalable payments orchestration. Our mission is to create an orchestrated-commerce for our Partners that provides the agility of SaaS sprints with the support of payments-related services.

About the role

**Responsibilities**:
PayEngine is a dynamic technology that is constantly offering new products and innovative features to help our Partners grow their customer base. Below are some of the tasks the Onboarding Specialist is responsible for; please note, this is not an exhaustive list and will evolve alongside new product releases.
- Meet or exceed operations-based SLA targets
- Act with a sense of urgency when engaging with a processor, a Partner or a Merchant
- Effectively communicate time limitations when necessary to a Partner or a Merchant
- Immediately raise to line manager any at-risk SLA deliverables
- Own, maintain and update assigned onboarding SOPs
- Be a merchant advocate to the the processor when necessary
- Understand potential onboarding issues and proactively take steps (up to and including escalating to line manager) in an effort to avoid an undesirable onboarding situation
- Keep up to date records in all internal systems at all times
- Identify process optimization where available
- Document tools or process changes as needed
- Escalate implementation challenges and seek guidance from line manager as needed
- Be a key contributor in development of quarterly Executive Meeting reports and presentations (as requested)
- Proactively recommend product or process changes to constantly improve the Partner and Merchant onboarding experience

**Requirements**:

- Bachelor's degree in Business, Marketing, Communications, or related discipline. Relevant, current work experience in lieu of a degree may be considered.
- SaaS payments orchestration experience a plus
- Standard Operating Procedures development and maintenance experience
- Advanced proficiency with Google Suite tools; Drive, GMail, Calendar and Sheets
- Proficient with updating Jira boards and/or Confluence pages
- Experience using Customer Relationship Management (CRM) systems a plus
- Excellent task management with ability to not let untracked tasks be ignored
- Must have excellent written, verbal, and interpersonal communication skills
- Self-motivated, driven, and can operate independently with mínimal supervision
- Have the desire to grow the role and deliver exceptional service
- Ability to work as a part of a team
- Must be organized and have excellent time management skills
- Must be able to engage with business professionals at all levels
- Must be articulate, friendly, and outgoing to convey a variety of ideas and concepts
- Ability to work to a very high standard under pressure
- Ability to meet or exceed deadline requirements

Job ID 6C801EAB04

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