Payment Specialist

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.