Merchant Services Representative

About Payliance

Founded in 2007, Payliance is a trusted leader in payments processing, serving businesses across lending, e-commerce, and collections industries. With over $63 billion processed annually, Payliance supports more than 40,000 merchant locations and over 350 lending clients, enabling them to streamline payment acceptance, reduce costs, and mitigate fraud risks.

Our Payments-as-a-Service platform processes over 162 million transactions annually, ensuring secure and reliable payment processing. With more than 20 years of industry expertise, Payliance supports Automated Clearing House (ACH), Credit/Debit Cards, Real-Time Payments (RTP) Remote Created Checks (RCC), and more and integrates with leading Loan Management Systems.

Backed by Serent Capital, a growth-focused private equity firm, Payliance continues to drive innovation and deliver measurable value to its clients.

About the Role

We're looking for a customer-focused Merchant Services Representative who thrives in a fast-paced, service-oriented environment. In this role, you will serve as a primary point of contact for merchants, providing product education, technical support, and issue resolution across Payliance's payment solutions. You will play a critical role in ensuring a high-quality client experience while collaborating closely with internal teams to support merchant success.

What You'll Do

• Educate merchants on Payliance services and payment products, including ACH, Card, RCC, and RTP, and provide updates on account status.

• Respond to inbound product and service inquiries via phone and written communication, resolving issues related to installation, operation, maintenance, and application compatibility.

• Diagnose and troubleshoot issues with software applications or equipment, recommend corrective actions, and escalate as needed to ensure timely resolution.

• Accurately document customer interactions, technical issues, and resolutions to support reporting, product quality initiatives, and continuous improvement.

• Manage escalated situations, de-escalate concerns, and deliver a positive merchant experience using strong interpersonal and technical skills.

• Partner with internal teams to share recurring issues, merchant feedback, and product insights.

• Perform other related duties as assigned.

Requirements

What You'll Bring

• 1-3 years of customer service experience in a fast-paced, customer-facing environment.

• High school diploma or equivalent experience required; Bachelor's degree preferred.

• Comfort working with computers and multiple applications; experience with CRM systems such as NetSuite or Salesforce preferred.

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.

• Strong troubleshooting skills and the ability to manage multiple priorities.

• Self-starter with strong organizational and time management skills; ability to handle confidential information.

Work Environment

Remote-first with regular collaboration using virtual communication tools. This role primarily involves prolonged computer use, frequent interaction with merchants and internal stakeholders, and requires a reliable internet connection and a dedicated, quiet workspace. Reasonable accommodations are available for individuals with disabilities.

Compensation & Benefits

Competitive salary and a comprehensive benefits package, including health, dental, and vision insurance; 401(k) with company match; short- and long-term disability coverage; and competitive paid time off.

Equal Employment Opportunity

Payliance is an equal opportunity employer. We value diversity and strive to create an inclusive workplace for everyone. Discrimination or harassment of any kind-based on race, color, sex, religion, sexual orientation, gender identity, national origin, age, disability, genetic information, or pregnancy-is not tolerated. We also ensure that qualified individuals with disabilities are treated fairly in all aspects of employment. Reasonable accommodations are available throughout the application and employment process. If you need an accommodation, please contact Human Resources.