Merchant Success Representative
Company Overview:
One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people.
Why Join Us?
At OPF, we foster a dynamic and inclusive company culture that emphasizes collaboration, innovation, and personal growth. Our team is composed of passionate, driven individuals who are committed to making a difference. Here’s what you can expect when you join our team:
- Innovative Environment: Work with cutting-edge technology and be part of a team that is constantly pushing the boundaries of fintech.
- Professional Growth: We invest in our employees’ growth with continuous learning opportunities, training programs, and career advancement paths.
- Supportive Culture: Enjoy a supportive and inclusive work environment where your ideas are valued, and your contributions make a real impact.
- Community Focus: Be part of a company that understands the importance of small and mid-sized businesses to their communities and the nation’s financial health.
- High-Performing Team: Join a team of badasses who are committed to excellence and are integral to our company's expansion and success.
Role Overview
The Merchant Success Representative (MSR) is the first point of contact for merchants whose funding applications have been declined. This role is equal parts empathy and execution — you'll clearly communicate decline outcomes, help merchants understand what's holding them back, and introduce OPF's growth tools that can help them qualify in the future. You do not need prior sales experience. You do need to be articulate, driven, and genuinely want to help small business owners win.
This is a structured, script-guided role. You will be trained on our proven call flow and have clear playbooks for every stage of the conversation, from delivering the decline to handling objections.
What You'll Do
- Conduct outbound calls to merchants following application reviews to communicate decline decisions clearly and professionally
- Walk merchants through their Business Health Score, explaining the specific factors affecting their application
- Identify the root causes behind a merchant's decline and help reframe their path to funding
- Present OPF's digital presence and growth tools to merchants as a way to improve their Business Health Score and increase their chances of approval
- Guide merchants through a structured conversation — from decline delivery to upsell close — using our provided script and training
- Handle objections confidently using rebuttals you will be trained on
- Complete Do Not Call and Do Not Email requests as needed
- Log call outcomes and merchant interactions accurately
- Support the Merchant Success Supervisor with additional tasks related to customer experience
Requirements
What We're Looking For
Required experience:
- Fluently bilingual in English and Spanish — both written and verbal
- Effective communicator who can deliver difficult news with empathy and move a conversation forward
- Comfortable working from a structured script and call flow
- Intermediate to advanced computer skills
- Proficient in Microsoft Office
Nice to Have:
- Prior experience in customer service, collections, or phone-based roles
- Business Administration or related degree
Personality & Work Style:
- High energy and self-motivated
- Strong attention to detail
- Positive, team-first attitude
- Thrives in a fast-paced, structured environment
- Genuinely cares about helping small business owners
What You'll Be Trained On
No prior sales experience is required — we teach everything. You will receive full training on:
- How to deliver application decline results with professionalism and compassion
- How to walk merchants through their Business Health Score and explain lender evaluation criteria
- How to identify and reframe the root causes behind a decline
- How to present OPF's digital presence tools and connect them to a merchant's path to funding approval
- Objection handling: "I'm not interested," "I already have customers," "I'll think about it," and more
- Call flow, pacing, and conversation control
Benefits
- Private medical insurance plan
- Law benefits
- Perfect attendance bonus
- Growth opportunity within the company
- Fun, collaborative work environment