Role Overview
As a Merchant Training and Oversight Specialist, you will deliver remote instruction and ongoing support to merchants adopting No Credit Needed payment solutions. Your expertise will guide partners through onboarding, operational workflows, and compliance standards, enabling them to serve customers effectively and in alignment with program guidelines.
Key Responsibilities
- Lead live training sessions remotely using phone and webinar platforms to onboard and educate merchants.
- Act as a knowledgeable resource on payment program features, policies, and procedural requirements.
- Teach best practices that promote efficient transactions and regulatory compliance.
- Analyze customer complaints tied to merchant activity, identifying root causes related to training or process gaps.
- Review merchant marketing materials to confirm adherence to program standards.
- Partner with Sales, Compliance, and Customer Service teams to resolve escalated merchant concerns promptly.
- Document all training activities and merchant communications in CRM and SharePoint systems.
- Manage case load efficiently, meeting service level expectations and performance metrics.
- Recommend improvements to training content, delivery methods, and outreach strategies.
- Complete additional tasks as directed by management.
Qualifications
High school diploma or equivalent is required. Candidates must have at least two years of experience in training, customer support, or call center roles. Strong speaking and writing abilities are essential, particularly in simplifying technical information for diverse audiences. Proficiency with Microsoft Office (Excel, Word, Outlook), CRM tools, and digital collaboration platforms is expected. The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities in a fast-moving environment.
Preferred qualifications include a college degree, bilingual fluency in English and Spanish, background in coaching or education, and familiarity with consumer finance, merchant services, or compliance protocols.
Work Environment
This role operates fully remotely, conducting training and oversight through phone and virtual sessions. The position requires comfort with digital tools for instruction, case tracking, and interdepartmental coordination.
Compensation and Benefits
- Competitive base pay with potential for growth
- Medical, dental, and vision insurance coverage
- 401(k) plan with company match
- Paid time off and professional development support
- Support for continuous learning and career advancement
