Onboarding Operator

Planet•Chicago, IL

3d•Hybrid

About The Position

As Onboarding Operator you'll be responsible for managing the end-to-end merchant onboarding process across multiple IT platforms and internal departments at Planet, ensuring a seamless and timely setup experience. Acting as a key point of contact, the role combines strong customer service with cross-functional collaboration to resolve queries, maintain data integrity, and drive continuous improvements in how Planet supports its merchants.

Requirements

You will have a strong understanding of the integrated payments world
Well organized and able to work to tight deadlines
You will be a strong team player

Nice To Haves

Previous experience within Fintech, payments, POS or Tax Free industry is an added asset

Responsibilities

Run all aspects of merchant onboarding, across a number of IT platforms, internal departments and external partners merchants are onboarded in a timely manner
Provide excellent customer service, by responding quickly to customer queries with accurate information, in line with established SLA’s
Resolve issues/queries by interacting and communicating with other colleagues/ departments
Route tickets to the correct department to take action on needed changes to merchant's accounts
Submit requests for mass account changes to the appropriate departments, explaining in fine detail the scope of the needed changes, providing screen shots of how to account change is performed in order for the appropriate department to help create mass account change scripts.
Help Validate in testing environment if scripts for mass account changes are correctly working.
Adapt to fast moving environment in a proactive and team focused manner
Liaise with Merchants and other departments to enable solutions delivery on time and to the correct specification
Provide accurate, valid and complete information
Liaise with other departments to review contracts to ensure correct configuration and billing models provided
Communicate any improvements that can be made to make supporting merchants more effective
Help maintain and update the team knowledge base
Ensure Data Integrity is maintained when working on tickets by ensure the tickets are appropriately categorized with the type of change being made and that the merchant relevant information is populated on the ticket to help it be easier to find any merchant's records of changes made to their account
Collaborate with internal stakeholders to ensure the best service and experience for the customers we serve
Work with an openness to take on new tasks and challenges as they present themselves within the position
Follow communication procedures, guidelines and policies
Flexibility with traveling to provide onsite Installation support.