Merchant Implementation Manager

Job Description

Job Description

Grow with a team that leads with service and builds with purpose.

At Basys, we believe success is built on relationships, not transactions. We collaborate, solve challenges head-on and raise the bar for ourselves and each other every day. If you’re energized by meaningful work and motivated to make a real impact, you’ll feel right at home here.

We personalize payments and elevate service so our clients can grow with confidence. And we’re building a company where innovation, care and accountability shape how we work: together.

Summary

Facilitates the onboarding process from start to finish with new merchants. Makes the first point of contact with merchants from the Operations side, validating the information provided on their application and setting expectations for next steps. Follows their assigned merchants’ progress from application submission, through the first deposit with Basys, helping to resolve any issues and train them on equipment along the way. Serves as a liaison between merchants, sales agents, partners, boarding and deployment groups.

Employees in this role are expected to perform their duties in accordance with The Way We Work, helping to create a company where innovation and care drive meaningful connections.

Duties & Responsibilities

Essential Functions

• Manages the implementation process which includes validation and planning calls, underwriting responses, implementation follow through, and more.
• Sets expectations with merchants based on typical timelines for their business type and current turnaround times for onboarding teams.
• Serves as main point of contact for merchant, sales agent, partner, and internal teams during the onboarding phase.
• Spends much of their day on outbound communication with merchants to keep progress moving, relay a sense of urgency, achieve efficient boarding times and first deposits, while maintaining a positive merchant experience.
• Assists with setting onboarding teams’ priorities based on timelines established with merchants.
• Provides training and troubleshooting to merchants and assures compliancy standards are met.

Additional Responsibilities

• To remain innovative and efficient, the use of AI is typical and expected within this role and at Basys
• Responsible for hitting SLAs.
• Provide feedback to managers around opportunities for improvement that are uncovered during onboarding.
• Identify circumstances where processing will be delayed and follow separate procedures.
• Complete other assigned duties as requested.

Requirements

• This role is eligible for a hybrid. Up to 1 day per week may be worked remotely in accordance with the telecommuting policy
• This role is eligible for a hybrid schedule. Up to 1 day per week may be worked remotely in accordance with the telecommuting policy.
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Associate or Bachelor’s Degree Preferred
• A minimum of 2 years of experience in a financial institution or customer service position required
• Proficiency in Microsoft Office Suite, CRM

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.