Position Overview We are seeking a customer-focused professional to support branch operations, manage merchant accounts, and drive customer satisfaction and retention across our national portfolio. Location: Farmers Branch, TX, Full Time, On-site Key Responsibilities Branch Support & Account Management • Provide general administrative and operational support at the assigned branch. • Serve as the primary contact for assigned merchant accounts and manage day-to-day inquiries and issues. • Support ISOs and Direct Sales with merchant onboarding and account-related matters. • Maintain accurate merchant records and account documentation. • Identify opportunities for account growth and expansion. National Customer Experience & Retention • Proactively contact merchants to assess satisfaction and identify concerns. • Monitor account health and take appropriate actions to retain at-risk accounts. • Manage escalated issues and coordinate with internal teams through resolution. • Collect and report Voice of Customer (VOC) feedback and identify trends. • Build relationships with key merchants and identify opportunities for referrals, testimonials, and case studies. • Identify recurring issues and recommend process improvements. • Perform other duties as assigned. Qualifications Required • 2+ years of experience in Customer Success, Account Management, Customer Service, or a related field within Merchant Services, POS, or SaaS. • Strong verbal and written communication skills. • Strong organizational, problem-solving, and follow-up skills. • Ability to manage multiple priorities independently. • Bilingual in English and Korean. Preferred • Experience in Merchant Services, Payment Processing, or POS. • Experience supporting ISO or Direct Sales channels. • Experience with customer retention, churn prevention, or VOC programs.