Title
Specialist I, Merchant Implementation, Bill & Pay
Operations
Reports To
Merchant Implementation Manager or equivalent
Position Summary
The Bill & Pay Implementation Specialist is responsible for managing the end-to-end onboarding and technical implementation process for new Bill & Pay accounts. This role ensures that each account is fully configured, tested, and supported through activation, with a strong focus on platform setup, customer training, AR integration, and transactional readiness.
The ideal candidate has a strong operational mindset, technical acumen, and the ability to guide customers through a high-touch onboarding experience while juggling multiple accounts in progress.
Key Responsibilities
Account Boarding & Setup
- Collaborate with the Deployment/Operations team to:
- Confirm account readiness for onboarding
- Initiate new account setup in the Bill & Pay platform
- Create implementation tickets and track status through completion
- Schedule and host implementation meetings
- Guide merchants through initial configuration, including:
- Admin login access and defined user roles
- Customization of company branding (logo, colors, contact info)
- Configuration of payment settings: convenience fees, autopay, payment plans, and subscriptions
- Enabling notifications such as automated reminders and statement balance alerts
- Customizing letter templates based on use case
Data Integration & AR Tools
- Assist merchants in adding or syncing customer and invoice data
- Set up AR dashboards and customer management tools
- Guide communication setup, including:
- Email addresses for customer communication
- Options for click-to-pay links or invoice lookup web tools
- Review of unpaid invoice views and sending options
System Testing & Validation
- Conduct end-to-end testing with the merchant, including:
- Test payments through biller and payer portals
- Confirm successful card and ACH transactions
- Troubleshoot or escalate failed transactions as needed (e.g., to gateway)
- Verify return and void processes through the appropriate platforms
- Confirm settlement timing (next day for card, 2–5 days for ACH)
- Ensure customer history and AR data match integrated systems
Post-Onboarding Support
- Maintain implementation ticket through full activation
- Follow up with merchants until first successful processing event is completed
- Educate merchants on submitting support tickets and using internal help resources
- Transition merchant to standard customer support channels
This job description is not an exhaustive list of duties, and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.
Qualifications
Essential:
- 1+ years of experience in customer onboarding, implementation, or technical support (preferably in fintech, payments, or AR software)
- Deep understanding of B2B payment workflows and accounts receivable processes
- Strong project coordination and client communication skills
- Experience configuring SaaS platforms and managing virtual training sessions
- Capable of troubleshooting technical issues and escalating appropriately
Desirable:
- Familiarity with the Bill & Pay platform and Payroc systems
- Working knowledge of payment gateways, especially TranSafe
- Proficiency with Microsoft Teams and calendaring tools (e.g., Calendly)
- Experience handling ACH and card payment workflows
Job Classification:
- Salaried
Equality Monitoring
At Payroc, we’re committed to creating an inclusive and equitable workplace where everyone has the support they need to thrive. To achieve this, we need to ensure that our hiring process works for everyone, regardless of background or identity.The following demographic based questions help us better understand the diversity of candidates applying to join Payroc. It allows us to assess how different groups progress through our hiring process and identify areas where we can improve to be more inclusive.
Please note that:
- Answers are voluntary. Every question includes a “Prefer not to say” option. Even if you select this for all questions, submitting the survey still helps us gain valuable insights. Your decision to participate or not will remain confidential.
- Answers are anonymous. Your responses cannot be linked to you and will not impact your application. We will only use aggregated data for equal opportunities monitoring in our hiring process.
This information is collected in compliance with the General Data Protection Regulation (GDPR) and will be used only for equality monitoring purposes.
If you need any adjustments to the hiring process due to disability or neurodiversity, please contact Human Resources Department at [email protected] Thank you for helping us build a more inclusive Payroc!
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