Specialist I, Merchant Support, Third Party

Title Specialist I, Merchant Support, Third Party Contact Centre Reports To Manager, Merchant Support (or equivalent) Position Overview The Specialist I, Merchant Support role is responsible for delivering exceptional service to Payroc’s merchants, partners, and resellers. Merchants will contact the Contact Centre for support relating to daily deposits, month-end statements, Payroc products, deposit statuses, and other payment-related enquiries. In this role, you will provide practical solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximise their revenue potential. You will understand that merchant success is directly linked to our success as a business. This is an entry-level position. During quieter periods, you will have opportunities for further learning and coaching. You will be encouraged to ask questions and seek support through a variety of channels, including chat and phone, while working closely with team members in a collaborative and supportive environment. Duties And Responsibilities

• Analyse merchant payment-related issues, assist with disputes, and provide sustainable solutions.
• Collaborate with internal teams including Technical Support, Fraud & Risk, Business Development, Settlement, and Product to escalate or cascade merchant concerns where required.
• Develop and maintain in-depth knowledge of all systems used by the Merchant Support Team.
• Assist with exceptional or complex merchant processing and equipment-related issues.
• Deliver a consistently high standard of customer service when working with merchants, agents, partners, and operational teams.
• Handle challenging or sensitive merchant and card security enquiries with professionalism and confidence.
• Contribute to continuous improvement by identifying recurring issues, recognising trends, and sharing insights with Merchant Support Leads and Managers.
• Accurately record interactions and case notes using Microsoft tools and CRM systems.

Qualifications And Skills

• Functional Skills (Beginner to Intermediate): Basic understanding of the role prior to training, with the ability to build knowledge and apply learning with guidance.
• Customer Service: Able to professionally manage difficult or emotional situations and respond promptly to service requests.
• Proactive Mindset: Identifies potential gaps in processes or products that may lead to merchant dissatisfaction or churn.
• Product Knowledge: Willingness to develop a strong understanding of Payroc’s product and service portfolio.
• Interpersonal Skills: Works effectively with leadership and colleagues to identify trends and operational bottlenecks.
• Multitasking: Delivers high-quality service while managing multiple priorities, ensuring each merchant feels valued.
• Time Management: Prioritises workload effectively based on urgency and impact.

Travel Component

• Remote

Hours

• Monday to Friday, 8:30 AM – 5:00 PM (CST)

Working Conditions

• Desk-based role involving prolonged computer use and administrative tasks

Job Classification: Salaried Equality At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national, social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by applicable laws and regulations. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programmes, and activities. To request reasonable accommodation, please contact the Human Resources Department at HR@payroc.com. Compensation And Benefits Our compensation reflects the cost of labour across several UK geographic markets. Actual compensation may vary based on factors including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation such as bonuses, incentives, or equity may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs. Candidate Privacy Notice We are committed to protecting the privacy and security of personal information provided during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers page under FAQs. Note To Agencies Payroc does not accept CV submissions from agencies outside of existing agreements. Please do not send unsolicited CVs to Payroc HR or Payroc employees. Payroc is not responsible for any fees associated with unsolicited CV submissions.