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.


Key Responsibilities: 

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


Basic Qualifications: 

Minimum of 3 years in Fintech or Payments space, preferably with a First Data partner.


Preferred Skills: 

Bachelor’s Degree

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

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