Merchant Experience Specalist

at  PSP Services

PSP is looking for a Bilingual(French) Merchant Experience Specialist who will focus on new and existing merchants and work alongside our ISO Team. This ISO/Merchant facing role, will identify internal areas for improvement regarding the merchant boarding process. This will role will work with various departments within PSP to resolve identified issues and most importantly, implement measures to ensure issues are resolved in the future to better our Merchant experience.

·Managing and responding to merchant’s/ ISO email inquiries on a day-to-day basis in merchant services mailbox.
·Answering merchant/ISO inquiries via call.
·Working with Credit, Risk, and IT team on resolving merchant inquiries.
·Troubleshooting real-time transaction issues on production.
·Setting up training session with ISO and newly boarded merchants.
·Solving merchant’s IT related inquiries at level 1.
·Working with adjudication on daily tasks, also back up for adjudication includes taking over all tasks and duties of adjudication mailbox.
·Fully trained and working on merchant account setup PCI compliance setup
·Working with chargeback team on CB cases, also back up for chargeback process such as sending daily notifications, CB case investigation and responding to merchant inquires on cases.
·Providing in-depth training to newly hired team members for merchant services.
·Sending email notifications to merchant/ISO for fee/deposit rejects.
·Setting Email blast for mass notifications.
·User Management: Creating multiple users and assigning user, store permissions as per request from merchant.
·Password Reset: verifying merchant information and help them reset password for merchant tool login.
·Credit Card fraud settings (AVS, CCVS, velocity settings etc.): helping merchant to understand fraud settings available on portal and explain usage of each field as part of risk management and on how to avoid potential chargebacks.
·Performing test on staging on daily basis for merchant related issue and for better performance.
Salary to be discussed upon interview.
Job Types: Full-time, Permanent
Pay: $1.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Vision care

Ability to commute/relocate:

• Concord, ON L4K 0C3: reliably commute or plan to relocate before starting work (preferred)

Work Location: In perso