Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.
Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.
Job Description
As a Merchant Advocate, you’ll play a key role in assisting customers with credit card and ACH processing, ensuring smooth transactions, and resolving complex payment-related issues. You’ll collaborate closely with internal teams to research and troubleshoot merchant concerns while maintaining compliance and delivering an outstanding customer experience.
If you enjoy problem-solving, building relationships, and working in a fast-paced environment, this role is for you!
What You’ll Do:
* Investigate and resolve escalated credit card and ACH payment issues for internal and external customers.
* Diagnose and correct merchant account configuration issues.
* Handle sensitive customer interactions with patience and professionalism, de-escalating concerns and providing clear solutions.
* Assist with the rollout of new payment products and services.
* Collaborate with internal teams to meet merchant service expectations and enhance the overall experience.
* Maintain a deep understanding of payment processing platforms, compliance requirements, and best practices.
* Serve as an expert in Daxko’s payment-related products and services, providing guidance to both customers and internal teams.
* Follow company policies and compliance guidelines while ensuring high-quality service.
* Consistently meet or exceed key performance metrics, demonstrating a commitment to excellence.
* Participate in and lead team training sessions to enhance knowledge and expertise.
Qualifications
What You Bring:
* Strong interpersonal and communication skills, including active listening and clear problem resolution.
* A customer-first mindset with a focus on patience, empathy, and exceptional service.
* Critical thinking and analytical skills to diagnose and solve payment-related issues.
* Ability to collaborate cross-functionally and build strong working relationships.
* Strong computer and multitasking skills, with the ability to manage multiple cases efficiently.
* Self-motivated with excellent time management and organizational skills.
* Comfort working in a fast-paced, high-volume environment while maintaining attention to detail.
Required Qualifications:
* 2+ years of experience in customer service.
* 1+ year of experience in credit card and ACH processing.
* Demonstrated success managing customer escalations and complex financial projects.
Preferred Qualifications:
* 3+ years of customer service experience.
* 2+ years of experience in credit card and ACH processing.
* Familiarity with First Data Merchant Services.
* Expertise in credit card processing applications, risk management, reserves, and compliance.
Additional Information
The salary range for this role is $46,400 - $69,600 per year. Where you fall within the pay range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. In addition to base salary, we offer a comprehensive benefits package, performance-based incentives, and opportunities for growth.
Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.
We truly care for our team members, and this is reflected through our offices, benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:
All your information will be kept confidential according to EEO guidelines.
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