-Lead end-to-end operations of merchant services, ensuring seamless processing across all platforms with a focus on reliability, security, and scalability.-Ensure that all operations adhere to industry regulations, including PCI DSS compliance, and implement any necessary changes to maintain compliance.-Develop, implement, and regularly review operational policies and procedures to enhance efficiency and service quality.-Manage relationships with third-party vendors, negotiate contracts, and ensure service level agreements(SLAs) are met.-Engage with new agents or partners, presenting and negotiating agreements, residual splits, and schedule A terms.-Deliver comprehensive support and continuous training to agents and partners, ensuring they are fully equipped with the knowledge and resources needed to succeed in their roles.-Generate and audit monthly residual reports in IRIS to ensure accurate and timely agent payouts.-Analyze and present operational data to drive informed decision-making and performance improvements.-Collaborate across sales, customer service, technical support, and risk management teams to align operational strategies with overall business goals, ensuring seamless support for merchant expectations.-Address and resolve escalated merchant issues, ensuring quick, effective solutions that preserve high customer satisfaction.-Partner with departments such as Information Technology, Finance, and Human Resources to ensure cohesive alignment and contribute to the company's overall success.-Lead the integration of new technologies and systems to drive operational efficiency and elevate merchant service quality.

-Act as the primary point of contact for a portfolio of merchant accounts, responsible for building strong and lasting relationships with key stakeholders and ensuring the highest level of customer satisfaction.-Develop and implement strategies to improve customer retention, reduce churn, and enhance the overall customer experience.-Conduct regular check-ins with clients to understand their needs, address any concerns or issues, and provide recommendations for improvement.-Collaborate with internal and external teams, including sales, operations, tech support and finance, to resolve technical and operational issues related to merchant accounts.-Track and report on client performance metrics, including revenue growth, transaction volume, and customer satisfaction, and provide recommendations for improvement.-Assisted in the onboarding of new merchant accounts, including setting up equipment, ensuring compliance with regulatory requirements, and conducting training sessions to ensure proper usage and maintenance of equipment.- Develop and deliver comprehensive training programs for new and existing sales agents to enhance product knowledge, sales techniques, and customer engagement skills-Provide support and on-going training to agents and partners.-Address and resolve escalated merchant issues, ensuring quick, effective solutions that preserve high customer satisfaction.-

• Oversee all clients' on-boarding process from submitting paperwork to equipmentdeployment.• Provide direct support to sales agents• Managing and maintaining corporate client accounts.• Call or email external customers with requests for additional information/documentsrelated to new merchant account applications.• Take inbound as well as make outbound calls, follow up on emails, and conduct warmand cold calls.• Coordinate equipment deployment.• Renegotiating pricing, contracts and working through advanced statement andprofitability analysis.• Research and resolve billing issues; manage claims resolution; submit corrections anddispute resolution requests• Work closely with Tech Support if any tech issues arise with the client’s equipmentand software.