Merchant Specialist II
WEX · Remote · $55,500–$66,600 (stated in the posting)
About the Team/Role
The Merchant Risk team plays a critical role in the setup and administration of merchants within our proprietary closed loop acceptance circle. This includes the configuration of financial contract terms such as interchange rate, payment terms, depository bank information, and fees which are directly related to approximately $60B in annual settlement payments to the merchants and collection of approximately $1B in processing fees or WEX revenue. There is moderate supervisory oversight in this role with more potential for financial impact on the $60B in settlement and $1B in revenue through audits and execution of financial controls within the department. This role is expected to drive operational excellence by identifying opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working. The primary function of this position is to set up newly contracted merchants and their corresponding locations and administer existing merchants, inclusive of market or contract term changes. The role operates within multiple technical applications. This role must balance management of financial risk associated with merchant settlement and interchange revenue recognition with a positive merchant experience. The role has several key responsibilities including but not limited to: ensure operational timeliness and accuracy through robust audits, lead issue investigation and resolution.
How you'll make an impact
- Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes. This includes initiatives to drive scale, reduce reliance on manual processes, and mitigate operational risks.
OPERATIONAL TIMELINESS AND ACCURACY:
- Data entry and configuration of merchant financial contract terms such as interchange rate, payment terms, depository bank information, and fees
- Responding to requests from or on behalf of stakeholders with appropriate urgency
- Management of maintenance or other requests including adjustments, setups, etc. within deadlines and with minimal errors or follow-up issues;
- Seeking and implementing opportunities for efficiency and process improvement in the course of executing stakeholder support tasks and requests
- Ensuring best practices are followed for Bank/TIN changes while meeting service level objectives
ISSUE INVESTIGATION + RESOLUTION
- Issue investigation and resolution, including but not limited technical, servicing, electronic files, network, settlement, site, reporting and billing.
- Success is measured by resolution time and merchant satisfaction.
MAXIMIZE RELATIONSHIPS:
- Manage relationships by building and sustaining client satisfaction with stakeholders .
- Advocating for merchant needs, while ensuring best practices are followed.
- Acting as the main point of contact for day to day operations, and coordinating communication between the stakeholder and all functional areas within WEX.
AUDITING:
- Ensures compliance with established internal controls
- Mitigating levels of financial risk as it relates to contractual compliance
- Identification of process improvement opportunities
- Ensuring procedures, policies, and contracts are correctly followed and complied with
REPORTING
- Management of reporting, inclusive of audit and other auxiliary reporting such as volume and performance tracking reports; facilitating creation of customized reporting to support special circumstances.
- Must be comfortable in providing various reporting needs as required internally utilizing MS Word, Excel, and PowerPoint.
- Ensure full comprehension and accuracy of all reporting before sharing with stakeholders
PROCESS OWNERSHIP
- Manage and successfully execute against projects specific to Merchant Risk.
- Demonstrate broader responsibility to administrate beyond assigned duties
- Play an active role in responding to change and growth helping to evolve the operation. This may be done by identifying outdated processes or inefficiencies in existing processes and taking ownership of driving improvement, finding ways to eliminate wasteful processes that are a barrier to scale objectives, making recommendations for technical development to better equip and position partner operations to support growth strategies, and taking on stretch project assignments.
Experience you'll bring
- Bachelor’s degree and/or minimum of 2-4 years of experience in a comparable operations role.
- Effective verbal and written communication skills
- Results driven, action orientated and self-motivated
- Flexible/Adaptable to change
- Ability to collaborate cross-functionally; interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with multiple teams.
- Intermediate knowledge of PC based application software with an emphasis on spreadsheets and data management skills.
- Strong attention to detail with some experience conducting quality audits.
- Proven experience in managing high-volume financial transactions and ensuring compliance with relevant regulations and standards.
- Ability to interpret contract language and operational financial terms
- Strong accounting, analytical, and problem solving skills.
- Excellent time management, prioritization skills, goals setting, planning and work scheduling skills.
- Detail oriented.
- Professional in nature and work well under pressure, tight timelines.
- Must successfully pass a background investigation.
Preferred Qualifications
- Ability to effectively and calmly operate within a complex and changing environment.
- Ability to identify opportunities to improve performance and efficiencies within department and self
- Excellent interpersonal skills and flexibility
- Strong service orientation
- AI -- Gemini, ChatGPT or similar