Full-Time Merchant Advocate

As a Merchant Advocate, you'll play a key role in assisting customers with credit card and ACH processing.

You'll collaborate closely with internal teams to research and troubleshoot merchant concerns while maintaining compliance and delivering an outstanding customer experience.

What You'll Do:

• Investigate and resolve escalated credit card and ACH payment issues.
• Diagnose and correct merchant account configuration issues.
• Handle sensitive customer interactions professionally, de-escalating concerns and providing clear solutions.
• Assist with the rollout of new payment products and services.
• Collaborate with internal teams to meet merchant service expectations.
• Maintain a deep understanding of payment processing platforms, compliance requirements, and best practices.
• Serve as an expert in Daxko's payment-related products and services.
• Follow company policies and compliance guidelines.
• Meet or exceed key performance metrics.
• Participate in and lead team training sessions.

What You Bring:

• Strong interpersonal and communication skills
• A customer-first mindset with patience and empathy
• Critical thinking and analytical skills to diagnose and solve payment-related issues
• Ability to collaborate cross-functionally
• Strong computer and multitasking skills
• Self-motivated with excellent time management
• Comfort working in a fast-paced environment

Required Qualifications:

• Bachelor’s degree or equivalent experience
• 2+ years of experience in customer service
• 1+ year of experience in credit card and ACH processing
• Demonstrated success managing customer escalations

Preferred Qualifications:

• 3+ years of customer service experience
• 2+ years of experience in credit card and ACH processing
• Familiarity with First Data Merchant Services
• Expertise in credit card processing applications, risk management, reserves, and compliance

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