Quality Assurance Specialist - Merchant Experience
About The Position
Premium Merchant Funding (PMF) provides fast, flexible funding to small and mid-sized businesses across the country. We want every merchant we fund to have a transparent, professional experience, and we're building a team to make sure that happens. The Role We're looking for a detail-oriented, personable Quality Assurance Specialist to contact newly funded merchants and gather honest feedback about their experience. You'll speak with business owners about how they were treated during the funding process, and your findings will go straight to leadership to help us improve our service, our sales team, and our broker partnerships.
Requirements
- 1+ years in customer service, call center, client relations, or a similar phone-based role
- Excellent verbal and written communication skills, with a warm, professional phone manner
- Good listening skills and the ability to ask thoughtful follow-up questions
- Strong attention to detail and accurate note-taking
- Comfortable handling sensitive or critical feedback calmly and objectively
- Organized and self-motivated, able to manage a high volume of calls
- Comfortable with CRM systems, Google Workspace, and Microsoft Office
Nice To Haves
- Experience in financial services, lending, or MCA is a plus but not required
Responsibilities
- Make outbound calls to funded merchants to run structured quality-assurance interviews
- Ask about their experience with the sales rep, or with the broker on brokered deals: professionalism, clarity, responsiveness, and whether they were represented accurately
- Confirm that merchants understood their terms and find out about any unexpected fees, charges, or surprises
- Record feedback accurately in our CRM and survey tools
- Flag concerns, complaints, or possible compliance issues to management right away
- Send and follow up on post-funding feedback surveys
- Spot trends and help prepare regular reports on merchant satisfaction and rep/broker performance
Benefits
- 401(k) retirement plan
- Paid time off (PTO)
- Paid days off for stock market holidays and Jewish holidays
- Consistent weekday schedule (10 AM to 6 PM), no nights or weekends
- Professional office environment on Long Island
- A visible role with direct impact on how the company serves its clients
- Room to grow within a fast-moving company
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
