Merchant Complaints Representative

Momnt is on the hunt for a Merchant Complaints Representative to work cross functionally with several internal teams responding to and resolving specific consumer inquiries related to Momnts Merchants. You work as a liaison between the merchant and Momnt to determine the best complaint resolution for all parties in an effort to minimize financial loss for Momnt and our banking partners.

Location:

This role is Remote but you must reside in the USA. Remote-based employees may occasionally travel to our headquarters for meetings, team-building events, or as needed by role.

This position will need to be available from 8AM-5PM OR 9AM - 6PM EST. Must be authorized to work in the US. Sponsorships are not available. Corp to Corp is not available.

Must be authorized to work in the U.S./Sponsorships are not available. Corp to Corp is not available.

As a Merchant Complaints Representative, you will:

• Serve as the primary point of contact for Merchants, addressing concerns and complaints driven by consumers or internal risk audits.
• Conduct and initiate internal/external investigations ensuring all complaints are handled efficiently and within appropriate and regulatory time period.
• Proactively engage with Merchants to gather documentation, feedback, assess complaints, and provide status updates.
• Identify trends within the complaints from merchants to identify risky merchant behaviors, implementing a course of action based on your findings.
• Identify areas of risk and ensure such risks are documented and mitigated where possible, and assess overall levels of risk posed by Merchants.
• Investigate and resolve complaints or issues in a timely and effective manner, escalating complex matters as needed to ensure swift resolution.
• Collaborate with internal teams to address investigation findings and implement corrective actions.
• Maintain accurate and detailed records of merchant interactions, feedback, and resolutions using CRM software or other relevant tools.
• Perform other duties as assigned by appropriate administrators or their representatives.

You’d be a good fit if:

• You have previous Customer Or Merchant Service experience or Quality Assurance experience.
• You have a very strong work ethic with confidence to work autonomously.
• Advanced knowledge and understanding of Merchant regulations.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with team members as well as members of the business units.
• Ability to execute in a fast paced, high demand environment while balancing multiple priorities.
• You have experience of compliance and financial matters, or have an interest in moving into the sector.
• Financial services regulatory and compliance knowledge.
• You will ideally have financial services experience.
• You have experience using Hubspot.
• You have a good understanding of how to use the Google and the Microsoft Suite of products.