Job Description

Summary

Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision, and values of the organization. Facilitates the onboarding process from start to finish with new merchants. Makes the first point of contact with merchants from the Operations side, validating the information provided on their application and setting expectations for next steps. Schedules training times with the Training group. Follows their assigned merchants’ progress from application submission up through the first deposit with Basys, helping to resolve any issues along the way. Serves as a liaison between merchants, sales agents, partners, and boarding and deployment groups.

Duties & Responsibilities

Essential Functions

• Manages assigned tasks daily including validation and planning calls, underwriting responses, and implementation follow through
• Sets expectations with merchants based on typical timelines for their business type and current turnaround times for onboarding teams
• Serves as main point of contact for merchant, sales agent, partner, and internal teams during the onboarding phase
• Proactively watches for, attempts to minimize, and communicates delays in onboarding process
• Spends much of their day on outbound communication to merchants to keep progress moving, relay a sense of urgency, and achieve efficient boarding times while maintaining a positive merchant experience
• Assists with setting onboarding teams’ priorities based on timelines established with merchants

Additional Responsibilities

• Responsible for hitting SLAs
• Works with sales, partners, and onboarding departments to resolve issues
• Provide feedback to managers around opportunities for improvement that are uncovered during onboarding
• Identify circumstances where processing will be delayed and follow separate procedures

Requirements

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Associate’s or Bachelor’s Degree Preferred
• A minimum of 1 year of experience in a financial institution or customer service position required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.

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