Payments Client Services Analyst

About This Role

This B2B client services role supports merchants and partners with day-to-day servicing, onboarding, and light operations, focusing on finance-operations style support within the payments industry. The analyst will handle merchant requests, coordinate with internal teams, and support partner channels, requiring a detail-driven approach.

Responsibilities

• Handle inbound merchant questions via phone, email, and ticketing regarding funding, deposits, statements, and general account support (B2B)
• Assist partners with onboarding status, missing items, and basic platform/process questions
• Update merchant profiles (bank updates, ownership changes, contact changes) and ensure clean documentation in internal systems
• Identify and triage client education issues vs. technical/risk/underwriting issues, escalating with clear notes
• Guide merchants on chargeback and dispute documentation and timelines, routing cases appropriately
• Maintain accurate notes, checklists, and follow-ups to ensure all tasks are completed

Requirements

• 1-3+ years in a client-facing operations role
• Strong attention to detail
• Comfort with systems and Excel/Google Sheets
• Ability to handle sensitive information with professionalism and discretion

Qualifications

• 1-3+ years in a client-facing operations role (banking, fintech, accounting support, merchant services, etc.)

Nice to Have

• Payments/merchant services exposure (funding, batching, statements, chargebacks)
• Experience supporting partners/agents/ISOs (B2B channel support)
• Familiarity with onboarding workflows and verification steps

Skills

* Required skills