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Merchant Services Manager

Company: Worldline
Location: Atlanta
Posted on: January 16, 2022

Job Description:

What you will do:The Merchant Service Manager is responsible for the complete operational relationship with merchants, thereby directly influences merchants perception of our service provision - The ultimate goal is unrivalled Client Satisfaction and service delivery. The Merchant Service Manager will build strong relationships with each Merchant to ensure Worldline ePayments Services remains top of mind and satisfaction is a priority. The Manager is responsible for responding to merchant operational inquiries, incidents inquiries and customer training on reporting and the like. The manager also directly supports a small number of key merchants as assigned by the Team Leader.Serving multiple contact points in the Merchant structure including Financial, Technical, and Executive Level stakeholders, they will have a strong understanding of all processes, merchant functionality and advise all stakeholders of the best course of action. The Merchant Service Manager will coordinate, execute and communicate all operational functions of the Worldline ePayments payment solution within Internal Departments working closely with the Sales, Relationship Management, Implementation and other teams within the organization.More specifically:

  • Meet department Key Performance Indicators, including external response times, worked cases, backlog of cases and customer satisfaction in order to drive a positive NPS score.
  • Manage Merchant questions and escalations by phone, email, web-based services in accordance with service levels
  • Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments
  • Provide customized training programs and best practice sharing
  • Contribute to merchant retention by identifying service gaps and opportunities.
  • Work with merchants and other operation support teams to meet and exceed merchant service level expectations.
  • Promote "one team" mentality by effectively communicating across Worldline ePayments departments.Who you are:
    • You have a minimum of 3 years of professional experience in a comparable merchant facing position within a highly dynamic environment
    • Payments industry experience is preferred and Ecommerce payments experience is a plus.
    • You have a Bachelor degree in Business Administration or a related field
    • B2B Client oriented with a positive pro-active professional attitude
    • Ability to work both independently and as a team
    • Excellent ability to adapt and remain agile and evolve in the role
    • Good functional understanding of technical solutions
    • Excellent communication skillsApply Now

Keywords: Worldline, Atlanta , Merchant Services Manager, Executive , Atlanta, Georgia

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