Merchant Specialist

About the Team/Role

The Merchant Support Specialist role is responsible for the management and servicing of all WEX Accepting Merchants (WAMs and IFMs), optimizing processes and procedures for maximum efficiency while maintaining quality standards.

How you'll make an impact

• Monitor day-to-day operations and advocate for actionable improvements when necessary.

• Mitigate risk of financial loss through department auditing processes and procedures.

• Perform Merchant maintenance according to business and merchant needs.

• Utilize a host of WEX tools to communicate with WEX Accepting Merchants through phone and email.

• Act as a liaison for merchant needs; including, but not limited to partnering with internal and external resources.

• Maintain a high standard of quality expectations during internal and external communications.

• Act as a Subject Matter Expert (SME) when reviewing merchant access into self-service options.

• Identify and prioritize financial and relationship impacting concerns with urgency.

• Work cross-functionally and have the ability to lead up through all levels of the organization.

• Ensure financial accuracy of a merchants profile; including merchant rates, banking and financial reporting.

• Assist merchants with technical and transactional issues; including reconciliation assistance, manual transaction processing and card authorization issues.

• Projects assigned as needed.

• 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.

Experience you'll bring

• Bachelor's degree and/or 2+ years in a customer facing role.

• Strong analytical and problem solving skills.

• Experience with Microsoft and Google G-Suiteproducts.

• Strong interpersonal and communication skills (verbal and written)

• Proven organizational skills and attention to detail.

• Build and maintain relationships with a multitude of internal teams and external stakeholders.

• Must successfully pass a background investigation.

• Support a diverse and inclusive work environment.

Pay Range: $18.00 - $24.00