Merchant Implementation Coordinator

SummaryMaintain 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 & ResponsibilitiesEssential FunctionsManages assigned tasks daily including validation and planning calls, underwriting responses, and implementation follow throughSets expectations with merchants based on typical timelines for their business type and current turnaround times for onboarding teamsServes as main point of contact for merchant, sales agent, partner, and internal teams during the onboarding phaseProactively watches for, attempts to minimize, and communicates delays in onboarding processSpends 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 experienceAssists with setting onboarding teams' priorities based on timelines established with merchantsAdditional ResponsibilitiesResponsible for hitting SLAsWorks with sales, partners, and onboarding departments to resolve issuesProvide feedback to managers around opportunities for improvement that are uncovered during onboardingIdentify circumstances where processing will be delayed and follow separate proceduresRequirementsStrong communication, both written and verbalGreat active listening skillsExceptional interpersonal and rapport building skillsA patient and empathetic attitudeStrong time management and organizational skillsAdaptability and flexibilityComfortable working in fast-paced environmentsTroubleshooting skills, either basic or advanced, depending on the role and industryThis 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 & ExperienceAssociate's or Bachelor's Degree PreferredA minimum of 1 year of experience in a financial institution or customer service position requiredProficiency in Microsoft Office Suite, CRMBasys 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.