Job Description
Job Description
Complete Staffing is partnering with a growing company in Lenexa, KS to identify a Merchant Implementation Specialist to join their team.
This role is ideal for someone who enjoys working directly with customers, coordinating multiple moving pieces, and making sure new clients have a smooth experience from application through their first successful transaction.
As the primary point of contact during the onboarding process, you'll work closely with merchants, sales partners, underwriting, operations, and deployment teams to keep implementations moving forward and ensure customers are set up for success.
The Merchant Implementation Specialist manages the onboarding process from start to finish. You'll validate application information, communicate timelines and expectations, coordinate internal teams, troubleshoot issues, and help merchants successfully begin processing.
This is a high-touch, customer-facing role that requires strong communication, organization, follow-through, and the ability to create urgency while maintaining a positive customer experience.
Key Responsibilities
- Manage the merchant implementation process from application through the first successful deposit.
- Conduct validation and planning calls with new merchants and confirm application information.
- Serve as the primary point of contact for merchants, sales agents, partners, and internal teams throughout onboarding.
- Set clear expectations regarding onboarding timelines, requirements, and next steps.
- Maintain consistent outbound communication with merchants to keep implementations moving and address outstanding items.
- Coordinate with underwriting, boarding, deployment, and other internal teams to ensure timely completion of each implementation.
- Monitor merchant progress and identify potential delays or issues before they impact the onboarding timeline.
- Help prioritize onboarding activities based on established merchant timelines and service-level expectations.
- Troubleshoot onboarding, software, and equipment issues and coordinate appropriate resolutions.
- Provide merchants with training on payment equipment and related processes.
- Ensure required compliance standards and onboarding requirements are met.
- Meet established service-level agreements (SLAs) and onboarding performance goals.
- Provide feedback to leadership regarding recurring issues or opportunities to improve the onboarding experience.
- Utilize AI and technology tools to improve efficiency and streamline the implementation process.
- Complete additional duties and projects as assigned.
Requirements
- 2+ years of experience in customer service, financial services, banking, payment processing, or a related field.
- Exceptional interpersonal and relationship-building skills.
- Excellent verbal and written communication skills.
- A patient, empathetic, and customer-focused approach.
- Strong organizational and time-management skills.
- Excellent follow-through and attention to detail.
- Ability to manage multiple customers, priorities, and deadlines simultaneously.
- Comfortable working in a fast-paced environment where priorities can change quickly.
- Strong troubleshooting and problem-solving skills.
- Proficiency with Microsoft Office Suite and CRM systems.
- Associate's or Bachelor's degree preferred.
- Bilingual candidates may be eligible for additional compensation.