Merchant Success Representative

USIO

Usio provides integrated electronic payment processing to merchants and businesses across the U.S., offering services that include credit/debit and prepaid card processing, ACH (automated clearinghouse), embedded payments, and payment facilitation platforms. Its offerings also encompass fund disbursement, bill print & mail, Text2

Pay, hosted payment pages, and even Buy Now, Pay Later solutions—all unified under one platform. Usio is recognized as a Nacha-certified Fin Tech, serving a diverse clientele including software platforms (SaaS), lenders, fintechs, non-profits, utilities, and government entities. Usio’s Corporate Headquarters and Print and Mail division are located in San Antonio, TX with a satellite office located in Austin, TX.

We are looking for a Merchant Success Representative to join our team. In this role, you will provide exceptional support and account management to uphold Usio’s 5-Star Customer Service rating. You will guide clients through onboarding their account and address any ongoing account needs, all with professionalism and expertise. The ideal candidate is adaptable, detail-oriented, efficient, and able to communicate effectively across teams.

This role provides visibility into all business lines, allowing opportunities for continued product education and industry knowledge.

• Collaborate with the sales team and other departments to resolve support needs.
• Guide merchants through a smooth and successful onboarding process.
• Collect, verify, and track all required documentation.
• Respond promptly and professionally to customer inquiries across multiple channels.
• Address a wide range of issues, including processing errors, chargebacks, refunds/voids, settlements, fees, holds, bank changes, account access, and user credential setup.
• Update and maintain sensitive information with a high level of accuracy.
• Monitor account activity to identify both usage and inactivity.
• Proactive monitoring to identify risks and prevent losses.
• Create and manage daily, weekly, and monthly reports, processes, and workflows for the department.
• Navigate multiple systems efficiently and with strong proficiency.

• Customer support or similar experience.
• Knowledge of payments/banking (preferred).
• Proficient in Excel.
• Strong communication and problem-solving skills.
• Able to multitask effectively.
• Skilled in handling difficult situations and personalities

• Competitive, full-time salary commensurate with experience
• Incentive Compensation Plan
• An environment that values work-life balance
• Employer Contributions to Medical, Dental, Vision, Family coverage is also availabl
• Employer paid Life & Disability coverage for employees.
• 401 (k) Retirement Plan with employer matching
• Paid Time Off
• Equity Participation