Merchant Activation Coordinator

Overview / Role Summary

Our client is seeking a Customer Success/Merchant Activation Coordinator to support partners with the onboarding of their merchants through pricing, contracting, onboarding, activation, and ongoing account support. This role works across operations, underwriting, risk, funding, and technical teams to keep accounts moving, resolve issues, and maintain service quality. The Coordinator serves as a key point of contact for merchants and partners, helping ensure timely communication, accurate documentation, and a smooth contracting and post-sale experience.

What You Will Do

• Maintain direct communication with merchants regarding support needs, account status, and issue resolution.
• Support unassigned or transitioning merchants to ensure continuity of service.
• Review existing merchant statements and address questions or discrepancies.
• Confirm merchants are actively processing and escalate issues when needed.
• Support onboarding activities before and after approval to help drive successful activation.
• Coordinate integration and technical support with internal teams.
• Assist merchants with portal access, navigation, credentials, and troubleshooting.
• Ensure POS devices and equipment are ordered, shipped, and received on time.
• Manage post-activation updates, including EBT, WIC, Payment Pages, and EIDS.
• Support banking change requests, including documentation collection and coordination with the appropriate teams.
• Serve as a liaison between merchants, partners, and underwriting.
• Respond to underwriting requests and collect required documentation.
• Track outstanding underwriting items and follow up to support timely approvals.
• Support funding and risk-related reviews.
• Assist with chargeback issues, including Tax ID mismatches and credit rejects.
• Provide guidance on chargeback processes and outcomes.
• Provide status updates on outstanding support tickets.
• Follow up on and escalate tickets to support timely resolution.
• Request merchant statements or obtain authorization for statement access.
• Participate in recurring partner meetings focused on merchant location support needs.
• Maintain accurate CRM records and documentation related to merchant and partner support.

What You Bring

• 2+ years of experience in merchant services 
• Familiarity with underwriting, risk, chargebacks, and payment processing workflows.
• Experience working with CRM systems, ticketing platforms, and internal support tools.
• Strong organizational and follow-up skills.
• Strong written and verbal communication skills.
• Ability to manage multiple cases, partners, and priorities at the same time.
• Track record of growing revenue.
• Demonstrated ability to meet or exceed performance goals.
• Team-oriented approach and commitment to high-quality work.