Back Office Support Representative

 

Summary
The back office support representative serves as the support arm of the underwriting team globally. This role is responsible for monitoring underwriting holds, analyzing account changes, queue management, and related entry work. Team members manage their own workload to meet daily productivity and quality standards, supporting timely merchant onboarding and account maintenance across multiple regions.

Responsibilities

• Support risk mitigation by completing outbound verification calls for bank details and flagged fraud alerts.
  
  
• Approve Gateway Only Applications according to underwriting criteria.
  
  
• Validate changes to authorized signers and legal names via addendums.
  
  
• Review previously held addendums for approval eligibility.
  
  
• Update CAN merchant profiles in GMAS.
  
  
• Retrigger failed commands for merchants using alternative ACH Payments.
  
  
• Ensure all work in the queue meets daily deadlines.
  
  
• Review and resolve underwriting holds to facilitate timely application approvals.
  
  
• Manage assignment of new underwriting applications to ensure timely review.
  
  
• Identify and decline accounts exceeding 90 days on hold.
  
  
• Review auto-approved accounts for MCC updates.
  
  
• Assess DBA name updates for MCC alignment.
  
  
• Monitor merchants flagged for possible OFAC and TMF matches; review reports daily.
  
  
• Analyze credit reports for fraud alerts, security freezes, or bankruptcy actions.
  
  
• Review EU Sub-Merchant onboarding requests according to internal compliance policies.
  
  
• Approve legal name change closures.
  
  
• Execute ACH hold adjustments on US and CAN accounts.
  
  
• Monitor site inspections ordered by Underwriting.
  
  
• Complete bank audits for US and CAN merchants.
  
  
• Establish merchant profiles from submitted global applications (Canada, EU, Puerto Rico, Virgin Islands).
  
  
• Communicate with merchants and sales partners to obtain required items.
  
  
• Assist with TIN mismatches and backup withholding.
  
  
• Complete data entry tasks for existing merchants.
  
  
• Collaborate with Customer Service, Underwriting, Legal, Relationship Managers, and other internal departments.
  
  
• Cross-train in Underwriting as needed.
  
  
• Complete project lists and additional tasks at management’s discretion.
  
  

Qualifications

• Experience with Microsoft Office Suite and Google Suite.
  
  
• Strong accuracy in data entry and document review.
  
  
• Excellent listening, written, phone, and verbal communication skills.
  
  
• Strong problem-solving and critical thinking abilities.
  
  
• Experience analyzing credit and financial statements.
  
  
• Self-starter able to handle multiple tasks, prioritize, and meet deadlines in a fast-paced environment.
  
  
• High school diploma or equivalent.
  
  
• Administrative or Customer Service support experience preferred.