Payment Specialist
Description
The Payment Specialist (Merchant Services Onboarding) plays a pivotal role in managing the full onboarding submission and support lifecycle within the Tyler Payments ecosystem. This includes, and is not limited to, handling new account setups, add-on services, and transitions related to acquired or migrated accounts. The onboarding specialist serves as a point of contact for onboarding-related inquiries and account setup troubleshooting, ensuring seamless transaction processing and responsive support for internal stakeholders.
Success in this role requires a balanced blend of customer service excellence, organization, technical aptitude, problem-solving, and sharp attention to detail to onboard accounts efficiently and accurately. The onboarding specialist collaborates closely with third-party vendors, as well as finance, technical, and customer service teams, to deliver a white-glove onboarding experience.
Responsibilities
- Document collection, data entry & verification: Ensure all required paperwork is submitted, accurate, and compliant with Tyler Technologies and third-party vendor standards. Document merchant information and internal communication within the Client Record Management systems.
- Risk & Regulatory Review: Evaluate merchant profiles for potential risks and ensure proper mitigation steps are taken (e.g., KYC, OFAC). Ensure all payment processes comply with internal and external regulations, including security protocols and data protection laws (e.g., PCI-DSS compliance).
- Submissions: Merchant Boarding Application, Amendment, Service Add submission and communication with third-party vendors.
- Progress tracking: Monitor onboarding milestones and maintain detailed records of merchant status and internal interactions.
- Quality Assurance: Evaluate merchant credentials and setup provided by third-party vendors to ensure accuracy.
- Implementation Handoff: Document merchant credentials, complete hardware submission requests, and provide internal clients/implementation teams and business units with the merchant credentials.
- Issue resolution & support: Address and resolve any implementation and testing errors that are a direct result of the account setup/merchant credentials. This may include coordinating with third-party payment processors/vendors to address technical issues, account setup, or updates.
- Customer Service: Provide white-glove support to internal partners and peers, including clear communication and proper account documentation regarding expected outcomes, troubleshooting, and account details. Clear communication with escalation manager/contacts.
- Tyler & third-party product assistance: Assist internal partners and peers with navigating payment platforms, such as online payment gateways and reporting portals to ensure they have the information and tools needed to complete tasks, reviews, and payment transactions successfully.
- Collaboration: Actively participate in team and company Teams chat and meetings. Attend Level 10 team meetings where team members identify areas of improvement, account issues, trends, etc. and provide examples for solutions. Communicate honestly and respectfully with peers, partners, vendors, and across the Tyler organization - always keeping One Tyler top of mind.
Qualifications
- A bachelor’s degree in business, finance, or related discipline is preferred but not required.
- Relevant experience in customer service, financial operations, or payment processing is highly valued.
- Working knowledge of payment platforms including Payliance, FISERV, and Chase ISO is highly valued.
- Demonstrated ability to solve problems effectively, with sharp attention to detail.
- Exceptional communication skills, both written and verbal.
- Proven capability to thrive in fast-paced environments while managing multiple priorities.
- Fundamental understanding of financial transactions and payment systems.