Contract; 11 months
Hybrid - Dublin
The Specialist, Enterprise Servicing for Merchant Services provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health.
The individual acts as the first point of contact and advocate for all servicing requests. The ESM for Merchant Services is responsible for providing exceptional experiences, support, retention, and growth of a portfolio.
The responsibilities include building relationships with our merchants, providing operational support, integrating new merchants or products, proactively identifying opportunities, collaborating with both internal and external (banking) partners and product/engineering teams.
They work with merchants regarding added value services for their business needs, objectives, and growth strategies, supporting in the delivery of practical solutions which result in successful long-term partnerships and mutually beneficial growth.
Responsibilities:
- Respond to inbound cases and email or voicemail escalations, fully answering merchant questions and anticipating additional needs
- Proactively guide and educate our merchants - including in relation to integrations, account configuration, reconciliation, insight into payments, processing questions.
- Assist merchants globally with applications, addressing pricing, feature & reporting questions as they arise during the process including regulatory updates for compliance issues
- Confidently answer contacts and complete outreach with merchants as needed through cases as part of our escalation process via phone outreach.
- Offer guidance on optimizing checkout experience by thinking strategically and holistically about a merchant's individual needs.
- De-escalate merchants facing challenges with their processing our or products.
- Work with merchants and our Finance team to ensure pricing is advantageous to both parties.
- Engage stakeholders, escalate feedback, and build strong partnerships to drive proactive initiatives that remove any barriers and create elevated experiences for Merchants.
- Collaborate with other internal teams to solve complex merchant issues, taking on each request as a unique opportunity to improve a merchant's experience
- Business growth mindset, driving tailored programs to ensure continuous business success and added value services.
- Take a dynamic approach to consulting - using all tools, resources, and technology to reach a complete and accurate resolution while integrating meaningful questions and learnings to add value to our merchant portfolio.
Must Have Skills:
- Ability to multitask in a fast-paced environment.
- Able to learn quickly and navigate complex organizations
- Self-motivated and communicate extremely well.
- Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
- Tools: Salesforce exp would be preferable
Requirements:
- Bachelor's degree or equivalent experience
- Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
- Experience delivering client-focused solutions that meet customer needs
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Experience in Looker, Tableau, other data visualization tool, or willingness to learn
- Prior payments industry experience preferred
- Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
- Experience successfully navigating matrixed, cross-functional team environments
- Ability to work at pace and tenaciously pursue resolution of complex issues
- Bias towards action and desire for continues learning and development
