Account Manager (Support, Compliance, and Monitoring) based in MIAMI or REMOTE

As an Account Manager, you will play a vital role in providing front-line support to select merchants while ensuring their compliance with regulations. You will also be responsible for monitoring chargeback statistics and working closely with various service providers to resolve merchant issues and escalate when necessary. This position requires strong problem-solving skills, attention to detail, and a proactive approach to delivering exceptional customer service.

Responsibilities:

• Provide first-class support to select merchants, addressing inquiries and resolving issues promptly and efficiently.
• Collaborate with Payment Service Providers (PSPs) to set up approved merchants, troubleshoot merchant-related problems, and escalate issues when necessary.
• Coordinate with our white label NMI payment gateway to assist in setting up approved merchants, handling merchant issues, and escalating matters to NMI Support as needed.
• Collaborate with chargeback alert providers and other service providers to facilitate merchant enrolment, provide merchant account information, resolve issues, and escalate concerns when required.
• Monitor and ensure merchant due diligence and compliance with regulatory requirements.
• Track and record chargeback statistics, proactively alerting the team and merchants when nearing thresholds or detecting patterns of chargebacks or fraud.
• Provide technical integration support to merchants during the onboarding process.
• Contribute to the development and implementation of new and effective monitoring and compliance solutions.
• Meet with company executives, merchants, and attend industry events.

• Previous experience in a customer-facing or account management role, preferably within the payments industry or a related field.
• Strong problem-solving skills and ability to handle customer inquiries and issues with tact and professionalism.
• Excellent communication skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
• Detail-oriented mindset with a focus on accuracy and thoroughness in maintaining records and monitoring compliance.
• Ability to collaborate effectively with cross-functional teams and external service providers.
• Familiarity with payment processing systems and procedures is highly desirable.
• Proactive and self-motivated, with the ability to work independently and prioritize tasks effectively.
• Willingness to travel as required to meet with company executives, merchants, and attend industry events.