Merchant Success Advocate

At VeritasPay Philippines Inc., we are seeking a highly skilled and experienced Merchant Success Specialist to join our team. As a key member of our customer success team, you will play a critical role in ensuring that our merchants receive exceptional support and service.

• Act as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns are addressed and resolved promptly.
• Respond to all merchants in a timely manner and brainstorm with operations team for proactive solutions to avoid customer dissatisfaction.
• Address feature gaps to drive retention throughout the customer life cycle.
• Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations.
• Develop merchant relationships by building trust through providing clear and accurate information, and ensuring that their concerns are addressed in a timely manner.
• Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.
• Cascades planned and unplanned notifications and advisories to merchants.
• Prepares helpdesk report which includes the technical and non-technical concerns, opportunities, and suggestions that will contribute to after-sales success.

• Bachelor's degree in Business Administration, Management, Marketing, or related course.
• Minimum of 2-4 years relevant experience in a financial industry or payment business.
• Proficient in English both written and verbal communication.

• Working knowledge of Merchant Acquiring and Credit Card business.
• Basic knowledge of Fraud Detection.
• Proven experience in building strong internal and external relationships.
• Basic technical skills and payment operations functionalities.
• Good communication and presentation skills.
• Excellent analytical, critical and problem-solving skills.
• Strategic skills and ability to adapt conversations for technical and non-technical audiences.
• Knowledge of Customer Centric Design.
• Strong attention to details and have a can-do work attitude.
• Willing to work on weekend, holidays, and shifting schedules as needed.