Merchant Care and Collections Associate

JOB DESCRIPTION Summary/Objective?

We are looking for an experienced collections agent to work on our Merchant Support Team. The Merchant Support Associate works within a team responsible for the investigation, negotiation, collection and cure of delinquent merchant accounts. Our merchant support team is a great mix of customer service, collections, and creative problem solving! Unlimited earning potential paying a base rate, plus incentives based on what you collect.

• Review, understand, and apply the terms of the company’s agreements with merchants in the investigation, identification, documentation and resolution of issues related to compliance with company’s agreements.
• Analyze complex financial information.
• Communicate with merchants to determine reasons for ceased payment or payment volumes that are inconsistent with company expectations based on historical volumes, and review with the merchants the terms of their agreement with company.
• Locate and notify customers of breached accounts by email, text, and telephone, in order to solicit payment or cure breaches.
• Where warranted, arrange for and approve payment or establish payment schedules based on customer’s financial situations and within guidelines of policies and procedures established by the collections department.
• Solicit alternative form of payment on delinquent accounts by wire, over-night certified funds, personal or business credit cards.
• Document merchant account with accurate description of conversations with merchant, their representatives, or other related persons that references merchant account.
• Scan or save documents created internally or received from merchant, their agents or other related persons to the merchant account.

• Prior collections experience preferred.
• Professional and articulate phone demeanor with ability to remain calm and diplomatic in high‑pressure situations.
• Excellent written communication skills.
• Ability to research merchant accounts and analyze repayment streams; and resolve account disputes in an efficient and professional manner with the goal of maximizing customer retention.
• Strong negotiation skills.
• Solid working knowledge of MS Word, Excel, and other office equipment (scanner, fax, copier).
• Ability to identify and correct errors, capture all of the relevant details, and get things done on time.
• Adaptable, flexible and enjoy working in a team environment.

This position does not have any supervisory responsibility.

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

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.

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.

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.