Merchant Support Associate

Reports to: Merchant Support Manager

Classification: Full Time, Non-Exempt

JOB DESCRIPTION

We are seeking an experienced Collections Agent to join our Merchant Support Team. This role is ideal for professionals who excel in a fast-paced environment that blends customer service, collections, and strategic problem-solving. As a Merchant Support Associate, you will play a key role in investigating, negotiating, and resolving delinquent merchant accounts. This position offers unlimited earning potential, with a competitive base salary and performance-based incentives.

Essential Functions

• Interpret and apply company agreements to investigate, document, and resolve merchant compliance issues.
• Analyze complex financial data to assess account status and determine appropriate actions.
• Utilize skip tracing and online research tools to locate delinquent merchants.
• Engage with merchants to understand payment issues, review agreement terms, and negotiate solutions.
• Contact merchants via mail, email, text, and phone to solicit payments or resolve contract breaches.
• Establish and approve payment arrangements based on financial assessment, following department policies.
• Secure alternative payment methods, including wire transfers, certified funds, and credit card transactions.
• Maintain accurate records of all merchant interactions and relevant documentation.
• Digitally organize and store internal and external documents related to merchant accounts.

Required Education and Experience

• B2B collections experience in commercial lending.
• Strong negotiation and skip-tracing skills.
• Professional, articulate phone demeanor with the ability to stay calm and diplomatic under pressure.
• Excellent written and verbal communication skills.
• Proficiency in MS Word, Excel, and standard office equipment.
• Strong attention to detail with the ability to identify and correct errors efficiently.
• Adaptable, flexible, and able to work collaboratively in a team environment.

Supervisory Responsibility

This position does not have any supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.