Braintree Merchant Services Analyst

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

Braintree builds products that make payments easier—so easy that they fade into the background, making new kinds of interactions possible. Our platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology, but we're also known for our support, with support teams who ensure a frictionless payments experience.

The Braintree Merchant Services Analyst is responsible for providing exceptional experiences, support, retention and growth of a Braintree portfolio of SMB merchants. The BT-MSA provides end-to-end servicing of the SMB portfolio. The responsibilities include building relationships with your merchants, providing operational support, integrating new merchants or products, proactively identifying opportunities, collaborating with both internal and external (banking) partners. The BT-MSA will also work with merchants regarding added value services for their business needs, objectives and growth strategies. Supporting in the delivery of practical solutions which result in a successful long-term partnerships and mutually beneficial growth.

Job Description:

We're looking for a highly organized go-getter, change champion and problem-solver who wants to elevate our merchants & stakeholders by proactively guiding, delivering quality and efficiencies to meet and exceed their expectations. To be successful in this role you will exhibit strong ownership and communication skills; integrating meaningful questions and learnings to address current and future needs in partnership with our merchants.  
 
You will engage with PayPal merchants, partner banks, Underwriting teams and Customer Success Managers, to name a few, to provide expert guidance on account configuration, insight into payments, processing questions, and all things Braintree by thinking strategically and holistically about a merchant’s individual needs. 
 
After comprehensive training on the product, you should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base, which includes some of the most recognizable online companies, while also welcoming aboard the new wave of innovative e-commerce businesses.  
 
Day-to-day tasks include fielding merchant & stakeholder requests for back and front-end account changes, helping our merchants navigate our products, and educating them on the complex e-commerce industry. 

 

Job Responsibilities: 

• Respond to inbound cases and email or voicemail escalations, fully answering merchant questions and anticipating additional needs.  

• Proactively guide and educate our merchants - including in relation to integrations, account configuration, reconciliation, insight into payments, processing questions, and all things Braintree. 

• Assist merchants globally with applications, addressing pricing, feature & reporting questions as they arise during the process including regulatory updates for compliance issues.  

• Confidently answer contacts and complete outreach with Braintree merchants as needed through cases as part of our escalation process via phone outreach. 

• Offer guidance on optimizing checkout experience by thinking strategically and holistically about a merchant’s individual needs. 

• De-escalate merchants facing challenges with their processing our or products.

• Work with merchants and our Finance team to ensure pricing is advantageous to both parties. 

• Engage stakeholders, escalate feedback and build strong partnerships to drive proactive initiatives that remove any barriers and create elevated experiences for Braintree Merchants.  

• Collaborate with other internal teams to solve complex merchant issues, taking on each request as a unique opportunity to improve a merchant’s experience.  

• Business growth mindset, driving tailored programs to ensure continuous business success and added value services. 

• Take a dynamic approach to consulting - using all tools, resources, and technology to reach a complete and accurate resolution while integrating meaningful questions and learnings to add value to our merchant portfolio. 

 

Beyond the day-to-day:  

  

Once a Client Servicing Expert is comfortable with day-to-day queue work, you’ll be expected to continue their personal development and contribute to the team in other meaningful ways:  
 

Collaborating with other Product and Opera