Position Title: Merchant Processing Coordinator
Compensation: Based on Experience + PTO + Benefits
Location: Thornhill, ON *Hybrid
Term: Full-time, permanent
Reporting Manager: Merchant Processing Team Lead
About Us: At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.
About You: We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level!
Our ideal candidate will bring:
- Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.
- Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.
- Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.
- Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.
- Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, actively seeks out change, and is knowledgeable of current industry trends, practices, and technology.
- Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.
Responsibilities:
- Educate and guide business owners on the various features and functionalities of our payment processors.
- Contribute toward a smooth onboarding experience by ensuring that customer merchant accounts are seamlessly integrated with the WellnessLiving platform.
- Prioritize timely and efficient responses to merchant application inquiries. You will work towards predefined Service Level Objectives, prioritizing escalated tickets and delivering exceptional support to our customers.
- Actively promote value-added products and features provided by our payment processors and educate business owners of the benefits to improve payment success rates and streamline operations.
- Maintain an established KPI for selling products/services to eligible merchants.
- Handling sensitive information with the utmost care and confidentiality, adhering to company policies regarding information safeguards and data handling.
- Navigate around challenging scenarios such as merchant application declines by skillfully managing customer expectations, providing understanding and support during the process
- Swiftly address escalations by working closely with partner processing platforms and swiftly investigating all issues that arise during the application process.
- Efficiently perform your duties by utilizing and adapting to platforms such as Zoho and various payment portals.
- Embody our brand values and uphold our reputation in the market as a positive representative of WellnessLiving. This involves understanding our brand values, leaving a positive online presence, being transparent with our customers, and focusing on a customer-centric approach.
- Foster long-term relationships and trust by leaving a lasting impression on our customers through a professional and approachable demeanor.
- Foster a culture for continuous improvement within the organization by identifying areas of improvement within work procedures and collaborating with the leadership team to provide valuable insights and innovative ideas.
Skills & Qualifications:
- Relevant certifications in Fraud Prevention, Risk Management, or Payments Industry Standards is preferred.
- 1-3 years of experience in a customer support role, preferably in either Technology, Fintech, or Financial Services (Lending, Credit).
- Strong communication and interpersonal skills, with the ability to effectively educate and consult with business owners about value-added products.
- Experience using Customer Relationship Management (CRM) systems and/or ticketing systems for tracking and documentation.
- Some experience with consultative selling is preferred, with a focus on offering solutions that benefit customers.
- Proven ability to provide excellence customer service and address customer concerns in a prompt and professional manner.
- Possess an analytical mindset and ability to diagnose and resolve complex customer concerns.
- Experience with successfully troubleshooting various technical problems and inquiries.
- Outstanding attention to detail, accuracy in notating, and thoroughness in investigation and problem-solving.
- Ability to effectively communicate and collaborate across multiple internal teams, with a customer- and solution-oriented approach to identified challenges.
- Understanding of payment processing systems is strongly preferred, along with familiarity with various payment methods (credit cards, e-wallets, etc.)
- Basic understanding of API integration and troubleshooting is an asset.
- Experience managing the end-to-end chargeback process, from notification to resolution is considered a valuable asset.
Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
WellnessLiving is an equal opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, colour, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.
