Merchant Operations Specialist

Department: Client Operations

Employment Type: Full Time

Location: Atlanta, GA

Description

At Bluefin, we thrive in a dynamic and fast-paced environment where innovation and leadership are at the forefront of everything we do. Join us in revolutionizing data security within the integrated payments industry, as we protect over 35,000 companies across 59 countries with our cutting-edge encryption and tokenization technologies. Our collaborative culture empowers you to take initiative and make impactful contributions, while our commitment to professional growth ensures you have the tools and opportunities to excel. Embrace the challenge of working in a vibrant atmosphere that values agility and leadership, and be part of our mission to create secure, frictionless experiences for businesses and their customers. If you’re ready to drive change and make a difference, we invite you to embark on this exciting journey with us!
We are seeking a Merchant Operations Specialist to support our clients and partners with activations and enabling payment processing with Bluefin devices and solutions.  The incumbent will also complete documentation, work flows, internal (process)/external (activations) training, activations support and ensuring best practices across Operations. This role reports to the Director, Boarding & Activations. 

Essential Duties and Responsibilities

• Support acquiring and security solution portfolio by actively reaching out to newly signed accounts to assist them in implementing Bluefin point-of-sale (POS) solutions and to enable payment processing with Bluefin P2PE Devices and solutions 
• Partner with clients on device and solution questions and activation, including scheduling and performing client training to activate devices, P2PE Manager, PayConex/PayConex Plus gateways, QuickSwipe and other solutions
• Partner with various departments, such as Sales, Relationship Managers, Technical Support, Product, Risk, Underwriting, Security Solutions and Customer Support to ensure all client/partner activation/training issues are managed in a timely fashion
• Maintain up-to-date merchant records in Salesforce and produce reports as required
• Provide in-depth analysis through training and research to create up-to-date documentation and process flows; create and execute a process improvement approach to ensure all documentation/work processes remain current
• Create best-in-class training materials for interdepartmental use and knowledge transfer
• Create and manage an Activation Training Calendar that includes not only Activation specific training/employees, but also includes Product releases, Sales (Operations-related) training and other training as required; prepare and deliver all communications related to the Training Calendar to keep all stakeholders informed and up to date on the Schedule
• Deliver hands-on, virtual, and online training for all areas for Activation as determined by the Activation training calendar and other special needs
• Create and deliver knowledge testing scenarios to ensure effective knowledge transfer and retention; create remedial courses to retrain on certain material
• Manage the training cases queue, respond to merchant in a timely manner and set up requested trainings with merchants
• Assist with special projects throughout Operations upon request to improve efficiencies, communications, collaboration, and results
• Cross-trained in boarding and processing functions to provide support and coverage for these departments as needed
• Must demonstrate a willingness to learn and provide support beyond their core activations responsibilities by assisting with other job functions as needed

Skills and Qualifications

• High School Diploma
• Strong expertise in research/discovery, reviewing processes, creating documentation and workflows, and creating and delivering professional training materials
• Proven ability to influence others through effective communications skills (verbal, written and in delivering training materials)
• Proven ability to build and maintain strong relationships across within Operations and across the organization
• Strong Microsoft suite (Word, Outlook, Excel, PowerPoint) capabilities
• Strong teamwork and collaboration abilities to work cross functional teams
• Customer service mindset to provide excellent service to external clients 
• Strong organizational skills and high level of attention to detail
• Ability to work independently on assigned tasks as well as to accept directions on given assignments
• Must demonstrate versatility and a proactive approach to supporting multiple areas within the orga