Merchant Services Specialist
Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.
Pushpay Processing, Inc. is the in-house payments provider serving the church market. Pushpay is the fastest growing company in its vertical market and a leader in simplicity and speed in mobile, web and text engagement giving. Pushpay Processing enables churches to take advantage of Pushpay’s powerful digital giving platform, designed to increase weekly donations to churches, and our processing team supports thousands of customers. We are looking for hardworking, motivated individuals who are interested in joining our dynamic organization.
About the Team:
We are a small but dedicated and hard-working team, supporting not only our external customers but also working closely with other departments within Pushpay. As a part of a fast growing company we are constantly learning and to better ourselves and improve the way we do things. We are dedicated to excellence and providing the best possible customer experience.
About the Position:
Merchant Services Specialist provides support and escalation management for our internal Merchant Services Support, Customer Success and Processing Ops teams. Areas of specialization include Risk, Compliance and Processing Operations.
Support Advanced Onboarding, Underwriting and Risk escalations, stepping in to assist during busy periods
Work with our award-winning Customer Success team for payment related escalations
Support ongoing compliance requirements
Escalation point for customer PCI support
Escalation point for customer billing issues
Support for fraudulent activity and related post-mortems
Responsible for User Account Maintenance of various systems
Responsible for ensuring internal procedures are documented and kept up-to-date
Assisting in training - Underwriting, Boarding, Testing, and other special setups or tasks
Respond to cases, managing the case queue as needed, and serving as the first point of escalation
Work with processing partners and customers to address funding issues and exceptions
Support prospect and new customer rate reviews
Support a limited number of POS merchants during sale, implementation and post-sale
Support special projects as needed
Minimum of 3 years in Fintech or Payments space, preferably with a First Data partner.
Payment Industry Certifications such as ACAMS, APRP, CPP
Payment Industry Experience, preferably with both card and ACH payments
Data Analysis – ability to gather and interpret data and derive meaningful analysis
Organizational and time-management skills that allow for the ability to work on a number of tasks in parallel with minimal supervision
Strong communicator (written and verbal) across all levels of the business; accurately represent facts, offer solutions, and identify concerns
Initiative and self-motivation: passion for "getting things done"
Acute Business Awareness – ability to focus on activities which add real value to the business and / or ability to identify business implications
Ability to deal with performance issues as they arise.
Ability to make decisions independently as well as work as part of a team.
Self-starter, highly motivated, and organized