Merchant Account Specialist

This position is intended to be filled internally. External candidates will not be considered.

Make an Impact That Matters

Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection.

About SofterWare

Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.

Your Role as a Customer Communication Intern:

The Merchant Account Specialist supports our payment processing services by executing merchant account setup, payment gateway configuration, and client support. This role partners with other internal teams to ensure a seamless onboarding experience and successful payment facilitation. As subject matter experts in credit card and ACH processing, Merchant Account Specialists provide guidance, ensure accuracy and compliance, and help drive efficient payment workflows.

Key Responsibilities:

• Coordinate with processing partners to ensure timely and accurate merchant account setup, enabling clients to begin processing as quickly as possible

• Configure and maintain client payment gateways to support successful transaction processing

• Provide clients with orientation on gateway reporting tools to build confidence and basic system understanding

• Support the Risk and Underwriting team to help reduce backlog and maintain efficient processing timelines

• Respond to client inquiries via phone and email in a timely, professional, and compliant manner, minimizing disruption to their operations

• Document client interactions, issues, and resolutions in the CRM to ensure visibility and continuity of support

• Identify escalated client issues to the appropriate team members to de-esclaste and resolve the situation

• Participate in special projects and take on additional responsibilities as assigned to support team and organizational goals

Key Requirements:

• Strong customer service and organizational skills with the ability to manage multiple priorities effectively

• Excellent written and verbal communication skills

• Proven problem-solving abilities with attention to detail

• Positive, team-oriented attitude with a strong work ethic and commitment to client success

• Technical aptitude with proficiency in standard software applications (e.g., Microsoft Office, Google Workspace)

• Ability to proactively follow up on leads and manage scheduling/appointments independently

• Basic accounting and reconciliation skills preferred

• Familiarity with credit card, ACH (e-check), and merchant services preferred

Education and Experience:

• 2-3 years of experience in the customer service industry preferred

• Accounting/Bookkeeping experience is considered a plus

• Experienced in “solution selling", having the ability to work with clients by identifying company goals and initiatives and moving them through the sales cycle to close.

SofterWare is proud to be an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive.

Join Us

Ready to make an impact with a team that empowers nonprofits every day?

Apply now and help us build a better world through technology and compassion.