Merchant Support Specialist

Merchant Support Specialist Position Summary

The Merchant Onboarding (Support) Specialist is responsible for managing, processing, and maintaining the merchant onboarding process. The individual in this position plays a pivotal role in ensuring a seamless and efficient onboarding experience. The Merchant Onboarding Specialist works closely with the sales team to ensure clients are onboarded accurately and in a timely manner. The role involves conducting due diligence to verify merchants and to ensure the accuracy of the information provided. The individual also plays a key role in customer service and answers support calls and emails. The Merchant Onboarding Specialist must have a deep understanding and knowledge of the payment industry, merchant pricing models, client needs, and of the PayConnect product in general. Key responsibilities include but are not limited to supporting phone calls for merchants, boarding applications, training, and installations.  

What you'll be doing as a Merchant Support Specialist

• Manage the end-to-end onboarding process for new credit card applications from dentists, ensuring a smooth and efficient experience.
• Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements.
• Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process.
• Collaborate with cross-functional teams, such as sales, customer support, and technical teams, to ensure a seamless onboarding experience for dentists.
• Continuously improve onboarding systems and processes, identifying areas for optimization and implementing solutions to enhance efficiency and customer satisfaction.
• Conduct training sessions and provide guidance to dental office staff on how to effectively use the credit card solutions and navigate the onboarding process.
• Stay up to date with industry trends and regulations related to credit card solutions for dentists, ensuring compliance and providing accurate information to clients.
• Maintain accurate and detailed records of all onboarding activities, ensuring data integrity and accessibility for future reference and reporting.
• Collaborate with the product team to provide feedback and insights from the onboarding process, contributing to the enhancement of our credit card solutions.
• Assist with special projects and initiatives related to onboarding, such as developing educational materials, creating onboarding documentation, and participating in process improvement initiatives.
• Consistently meet company and department policies and expectations including those surrounding attendance.
• Comply with all federal, state, accreditation and institutional policies and procedures.
• Maintain confidentiality standards and expectations.
• Exhibit exceptional internal and external customer service with all individuals.
• Observe security responsibilities including, but not limited to:
• Utilize appropriate communication channels for the movement of data. 
• Use minimum data necessary to identify transactions. Claim ID, Claim File Upload ID, ERA Trace Number/Check ID. Only when those identities are not enough for the recipient to find the transaction, then use the minimum PHI needed to identify the transaction.
• Security is everyone’s job. Look out for, and report, anything that is suspicious or just doesn’t seem correct.
• Live DentalXChange’s company values:
• Actively Care:  DentalXChange Associates actively care.  They care deeply about the impact they have on other associates, clients, partners, and DXC’s results.  They are empathetic, which allows them to excel at interpersonal relationships and making others feel important.
• Try Hard:  DentalXChange Associates try hard.  They get energy from doing good work, not just showing up.  They are focused on impact and outcomes, not just finishing.  They like to learn, are willing to help, and love challenges.
• Be Humble:  DentalXChange Associates are humble. They lack excessive ego or concerns about status. They are quick to point out the contributions of others and slow to seek recognition for their own. They share credit, emphasize team over self, and define success collectively rather than individually.
• Other duties as assigned.

What you'll bring to the team as a Merchant Support Specialist

• GED or High School Diploma
• College Degree (preferred)
• Ability to apply broad product knowledge and sales skills in order to mentor.
• Excellent analytical, organizational and time management skills.
• Ability to coordinate and direct the work of others.
• Ability to exercise a high level of tact and discretion in both internal and external interactions.
• Familiarity with the Microsoft Office programs.
• Capable of maintaining multiple projects at one time.
• Capable of copywriting materials.
• Strong communication and interpersonal skills including both verbal and written communication skills.
• Proficient in all MS-Office Applications and regarding the Internet
• Ability to successfully multitask with accuracy in a fast-paced environment

Pay range of $23.00 - $25.50 per hour DOE

What We Offer

• Challenging and rewarding career opportunities with room for growth as we grow!
• Medical, dental, and vision benefits – eligible first of the month after start date
• Unlimited PTO
• Paid time off for sick, jury duty, bereavement
• 9 company paid holidays
• 401k with company match 
• Health Advocate
• Healthcare and dependent care flexible spending accounts
• Friendly co-workers and a positive culture!

EDI Health Group dba DentalXChange understands the importance of privacy and takes seriously the need to protect job applicants’ personal information. Applicants should be aware that we collect and use personal information in accordance with the California Consumer Privacy Act (CCPA). For more details on how we handle your information and your rights under the CCPA, please visit our Privacy Policy.  

DentalXChange is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. The more inclusive we are, the better our work will be.