Merchant Services Specialist

Role Summary:

We are seeking a proactive and detail-oriented Merchant Operations & Onboarding Specialist to join our team. This role involves managing end-to-end merchant onboarding, ensuring smooth integration with payment systems, providing ongoing support, and collaborating across teams to optimize the merchant experience. The ideal candidate is highly organized, analytical, and familiar with fintech operations, KYC/AML compliance, and payment processing. 

Key Responsibilities 

• Review and process merchant applications, ensuring compliance with company policies, KYC/AML, and regulatory standards. 

• Coordinate technical onboarding and integration with payment gateways or APIs. Guide merchants through setup, testing, and activation of payment services. 

• Serve as the primary point of contact for partners and BD the BD team, addressing queries and resolving payment or settlement issues. 

• Monitor transaction activity, account health, and performance metrics. 

• Manage requests for changes to account details, pricing, or features. 

• Collaborate with Risk and Compliance teams to manage fraud and chargeback cases. 

• Work with Product and Engineering to report issues, suggest improvements, and test new features. 

• Maintain accurate merchant records and documentation in CRM and internal systems. 

• Provide education and best practices on payment optimization, security, and usage of fintech products. 

• Prepare reports on merchant performance, transaction trends, and support metrics. 

Key Requirements: 

• 2–5 years of experience in merchant onboarding, payment operations, or fintech account management. 

• Strong understanding of KYC/AML regulations and compliance requirements. 

• Experience with payment gateways, APIs, and fintech platforms. 

• Excellent communication, problem-solving, and relationship management skills. 

• Highly organized, detail-oriented, and able to manage multiple tasks simultaneously. 

• Proficient in CRM systems, Microsoft Office, Microsoft Excel and reporting tools. 

• Ability to work collaboratively with cross-functional teams including Risk, Product, and Engineering.