Merchant Specialist II

WEXWEXUS•Remote, OH

8d•$55,500 - $66,600

About The Position

The Merchant Specialist II works on the Merchant Risk team, supporting the setup and administration of merchants in WEX’s proprietary closed-loop acceptance circle. The role configures merchant financial contract terms—including interchange rates, payment terms, depository bank information, and fees—and administers existing merchant accounts, locations, and market or contract term changes across multiple technical applications. The work carries financial impact through merchant settlements and processing-fee revenue, requiring a balance between financial risk management, accurate revenue recognition, and a positive merchant experience. With moderate supervisory oversight, the specialist supports operational excellence by identifying opportunities to streamline processes and use automation and AI tools, while contributing to a team that adapts to change. The role emphasizes timely and accurate work, strong audits and financial controls, investigation and resolution of issues, stakeholder relationship management, reporting, and ownership of process improvements and projects.

Requirements

Bachelor’s degree and/or a minimum of 2–4 years of experience in a comparable operations role.
Effective verbal and written communication skills.
Results-driven, action-oriented, and self-motivated.
Ability to adapt to change.
Ability to collaborate cross-functionally, with interpersonal and customer-service skills to gather information and maintain dialogue with multiple teams.
Intermediate knowledge of PC-based application software, especially spreadsheets, and data-management skills.
Strong attention to detail and some experience conducting quality audits.
Proven experience managing high-volume financial transactions and ensuring compliance with relevant regulations and standards.
Ability to interpret contract language and operational financial terms.
Strong accounting, analytical, and problem-solving skills.
Excellent time management, prioritization, goal-setting, planning, and work-scheduling skills.
Professional demeanor and ability to work well under pressure and tight timelines.
Must successfully pass a background investigation.

Nice To Haves

Ability to operate effectively and calmly in a complex and changing environment.
Ability to identify opportunities to improve departmental and individual performance and efficiency.
Excellent interpersonal skills and flexibility.
Strong service orientation.
Experience with AI tools such as Gemini, ChatGPT, or similar.

Responsibilities

Identify opportunities to integrate AI and automation into operational processes to increase scale, reduce manual work, and mitigate operational risk.
Enter and configure merchant financial contract terms, including interchange rates, payment terms, depository bank information, and fees.
Respond to stakeholder requests with appropriate urgency and manage maintenance, adjustment, and setup requests accurately and within deadlines.
Follow best practices for Bank/TIN changes while meeting service-level objectives.
Identify and implement process efficiencies while carrying out stakeholder support tasks.
Investigate and resolve technical, servicing, electronic-file, network, settlement, site, reporting, and billing issues.
Build and sustain stakeholder satisfaction, advocate for merchant needs, and follow established best practices.
Serve as the main point of contact for day-to-day operations and coordinate communication between stakeholders and WEX functional teams.
Ensure compliance with internal controls and mitigate financial risk related to contractual compliance.
Audit processes and identify opportunities for improvement, ensuring procedures, policies, and contracts are followed.
Manage audit and auxiliary reporting, including volume and performance tracking, and facilitate customized reporting when needed.
Use MS Word, Excel, and PowerPoint to meet internal reporting needs and verify reporting accuracy before sharing it with stakeholders.
Manage and execute Merchant Risk projects and take responsibility for administrative work beyond assigned duties.
Help evolve operations by identifying outdated or inefficient processes, taking ownership of improvements, eliminating barriers to scale, recommending technical development, and taking on stretch assignments.

Benefits

Health insurance
Dental insurance
Vision insurance
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
Quarterly or annual bonus eligibility for typical non-sales roles, subject to role and applicable plan