Join the Team You Will Love

Our Team is Always Growing

Arrow Payments was founded in 2005 with a focus on helping small companies set up their credit card processing and merchant accounts. Within the first few years of operation, the company quickly grew to three offices with 40 employees. As the business evolved, the focus shifted to supporting larger organizations. This new strategy led to delivering the expertise and creative solutions necessary to successfully support Enterprise accounts. 

After nine years of exponential growth and success, Founder Deborah Jackson had the opportunity to take sole ownership of the company. It was under Deborah’s guidance that the company experienced major organizational change, with a shift from the original “hardcore-selling boiler room” culture to an authentic approach of thoughtful service and expert care within the payments industry. Today, Deborah oversees a nimble team that has broadened their services into higher education and healthcare. This new season of continued growth has been focused on scalability, specifically around this newly defined target market.

Arrow Payments is recognized within the payment solutions industry as a team of trusted technology advisors who care deeply about protecting client success. Complex organizations need assistance and implementation specialists -- Arrow Payments decodes the payments world and offers solutions in a constantly changing payments landscape.

Our Core Values:

Working at Arrow is More than a Paycheck

Here are just some of the benefits our team enjoys:

Current Openings

 Client Support Specialist

Job Mission: What is the primary responsibility for this position?

The Client Support Specialist is responsible for the completion of tasks that support the implementation and long-term success of Arrow Payments Clients including responding to Client questions, training Clients on payment solutions and assisting with creating an extraordinary Client experience throughout the entire Client journey.

Requirements:

• 3+ years experience in a customer-facing role

• 1-2+ years experience in payments or financial services preferred, not but required

• Location: Based in Chicago, IL or Remote

• Travel: None

Competencies:

1. Excellent Communication: Clearly and proactively communicates the status of requests to Clients and internal stakeholders. Escalates as appropriate without letting an issue boil over. 

2. Time Management: Values time and uses his/her/their time effectively and efficiently. Concentrates on priorities, while also attending to a broader range of activities. 

3. Timeliness of Delivery of Output: Produces work on time, without sacrificing quality.

4. Priority Setting: Has a keen sense of what’s mission-critical and what is just nice to do. As a result, he/she/they spends time on what is most important.

5. Functional/Technical Skills: Experienced and up to functional or technical proficiency to do the job at a high level of accomplishment. 

6. Patience: Ability to approach a request with enthusiasm and positivity, whether it is the first time or 100th time. 

7. Integrity and Trust: Follows-through and does not cause problems for others. Is seen as a direct, truthful, and widely trusted individual. 

8. Listening: Acknowledges points others are trying to make via attentive and active listening, even when he/she/they disagrees. 

9. Customer Focus: Dedicated to meeting the expectations and requirements of internal and external clients by prioritizing clients first. Establishes and maintains effective relationships with clients and gains their trust and respect. 

10. Alignment and Compliance: Is aligned with the culture, values, and mission of Arrow Payments. Also encourages others to act in alignment with common organizational practices.

Responsibilities:

Client Support:

• Prioritization and execution of tactical tasks for clients

  • Manage your assigned tasks within the CRM system

  • Execute on assigned support cases, ensure all steps are set up and completed within the system, communicating to the client along the way

  • Communicate to Team Members as cases are in-progress and completed

  • Close support cases at the point of completion

  • Ensure tasks and cases are updated with appropriate next steps

• Front line client support

  • Answering client calls, emails with high-touch customer service within standard turnaround times

  • Ordering payment devices, installing and training client on new devices

  • Setting up payment pages, gateway accounts, and other configurations

  • Assisting clients with transaction refunds, reporting, research requests

  • Setting up new merchant accounts, training users on systems

• Supporting Customer Success Team

  • Scheduling meetings, sending invites and reminders

  • Manage Google folders 

• Client love

  • Execution of Client Love initiatives including thank you notes, calls and gifts

• PCI Self-Assessment Questionnaire (SAQ) support

  • Manage monthly SAQ process

    • Reach out to merchants due for annual SAQs

    • Set up calls with clients to support them through the process

    • Lead monthly SAQ webinars 

• Statement Reconciliation 

  • Be able to articulate the client’s value-based pricing structure to them

  • Answer questions on monthly statements and reconciliation 

• Operations:

  • Keep client success operations documentation up to date

  • Pull monthly reports from vendors on client activity

  • Complete research projects on payment solutions

  • Administrative tasks as assigned

If this sounds like a good fit for your future, please apply...

Tell us in your own words why you would like to work for Arrow Payments. Please email your cover letter and resume for consideration to Marci LaRouech.  Email: Info at ArrowPayments.com

Client Success Specialist

Job Mission: What is the primary responsibility for this position?

The Client Success Specialist is ultimately responsible for the timely resolution of client requests. The Client Success Specialist is the first line of contact with the client, serving as the representative of Arrow Payments. The purpose and goal of this role is the consistent execution and prioritization of tasks, as well as serving as the advocate for the clients, and the conduit between the clients and the rest of the Arrow Payments team.

Requirements:

• 3+ years experience in a customer-facing role

• 1-2+ years experience in payments or financial services preferred, not but required

• Location: Based in Chicago, IL

• Travel: Minimal (sometimes necessary for onsite support)

Competencies:

1. Priority Setting: Has a keen sense of what’s mission-critical and what is just nice to do. As a result, he/she spends time on what is most important.

2. Comfort Around Higher Management: Maintains composure around senior management by understanding how they think and work. Determines the best and most appropriate way to get things done. Comfortable delivering presentations.

3. Customer Focus: Dedicated to meeting the expectations and requirements of internal and external clients by prioritizing clients first. Establishes and maintains effective relationships with clients and gains their trust and respect. 

4. Functional/Technical Skills: Experienced and up to functional or technical proficiency to do the job at a high level of accomplishment. 

5. Integrity and Trust: Follows-through and does not cause problems for others. Is seen as a direct, truthful, and widely trusted individual. 

6. Listening: Acknowledges points others are trying to make via attentive and active listening, even when he/she disagrees. 

7. Organizational Agility: Equipped with interpersonal skills to get things done across boundaries. Understands the origin and reasoning behind key policies, practices, and procedures.

8. Personal Learning: Adapts to his/her surroundings or the situation. Responds to changing personal demands, requirements, and changes accordingly. 

9. Time Management: Values time and uses his/her time effectively and efficiently. Concentrates on priorities, while also attending to a broader range of activities. 

10. Timeliness of Delivery of Output: Produces work on time, without sacrificing quality.

11. Alignment and Compliance: Is aligned with the culture, values, and mission of Arrow Payments. Also encourages others to act in alignment with common organizational practices.

Responsibilities:

Client Success:

• Front line client support

  • Answering client calls, emails within standard turnaround times

  • Ordering payment devices, installing and training client on new devices

  • Setting up payment pages

  • Assisting clients with transaction refunds, reporting, research requests

  • Setting up new merchant accounts, training users on systems

• Prioritization and execution of tactical tasks for clients

  • Manage your assigned tasks within the CRM system

  • Open new support cases when clients reach out, ensure all steps are set up and completed within the system, communicating to the client along the way

  • Communicate to Solutions Advisors as cases are in-progress and completed

  • Close support cases at the point of completion

  • Manage weekly reporting of client cases to internal and client stakeholders

• Client love

  • Execution of Client Love initiatives including thank you notes, calls and gifts

• Presentations

  • Comfortable meeting face-to-face with clients and presenting our solutions

• PCI Self-Assessment Questionnaire (SAQ) support

  • Manage monthly SAQ process

    • Reach out to merchants due for annual SAQs

    • Set up calls with clients to support them through the process

    • Ensure completion and accuracy of the SAQs.

• Product Awareness

  • Understand current and future offerings from different vendors to best fulfill client’s needs

  • Be able to support and train clients on different payment technology platforms

  • Participate in vendor webinars to grow the understanding of product offerings and vendor processes

• Pricing

  • Be able to articulate the client’s value-based pricing structure to them

  • Manage rate reviews and pricing recommendations

Operations:

• Keep client success operations documentation up to date

• Pull monthly reports from vendors on client activity

• Complete research projects on payment solutions

• Administrative tasks

  • Collect mail and manage outgoing shipping

If this sounds like a good fit for your future, please apply...

Tell us in your own words why you would like to work for Arrow Payments. Please email your cover letter and resume for consideration to Marci LaRouech.  Email: Info at ArrowPayments.com

Solutions Advisor

Job Mission: What is the primary responsibility for this position?

The Solutions Advisor is ultimately responsible for the Discovery and for the implementation process, post-discovery. The purpose of and goal of the Solutions Advisor is to establish credibility, build trust, and create a world-class customer experience through effective communication, organization and execution.

Requirements: 

• 5 years of professional experience, SaaS client success, and/or consulting

  • At least one year experience in payment technology and / or PCI compliance

• Location: Chicago, IL (Estimated 25% travel required)

Key Competencies: 

1. Interpersonal Savvy: Relates well to all kinds of people. Builds appropriate rapport. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably. Strong ability to read the room (knows when to push and when to be patient).

2. Customer Focus: Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust & respect.

3. Listening: Practices attentive and active listening. Asking thoughtful questions to get a good understanding. Probing questions. Clarifying questions. Confirmation questions.

4. Organizing: Can handle multiple activities at once to accomplish a goal, uses resources effectively, arranges information in a useful manner.

5. Technical / Functional Skills: Has the functional and technical skills to do the job at a high level of accomplishment. (Understanding of complex terminology / solutions).

6. Time Management & Priority Setting: Values time and gets more done in less time than others. Uses time efficiently and effectively. Spends time on what is important, eliminates roadblocks.

7. Perseverance: seldom gives up, especially in the face of resistance or setbacks.

8. Business Acumen: Keenness and quickness in understanding and dealing with a "business situation" in a manner that is likely to lead to a good outcome.

Responsibilities: Acquisition & Discovery

Propose: 

• Participate in Discovery Proposal Review meeting

• Build rapport, develop relationship, and understand the opportunity

Commit: 

• Participate in Discovery Proposal Commitment Meeting

• Understand engagement goals

• Establish (tentative) engagement schedule, next steps and expectations

Discovery: Execution of Project Plan

• Create, organize, communicate

• Organize and schedule engagement

• Gather contacts, complete internal checklist

• Contact, Listen, Document

• Establish contact across the entire campus

• Manage cross-campus kick-off (facilitated through university)

• Uncover Pain (During meetings)

• Discovering sales opportunity focused on PCI, security risk, & inefficiencies

• Focused on University (org) and individual Departments

• Solution Design (After on-site meetings)

• Demonstrate credibility

• Show complexity of pain

Final Discovery Presentation & Proposal

• Create a quality final presentation through effective collaboration

• Provide support & shared experiences

Final Commitment

• Proactively ensure there are no holes in AP’s presentation

• Build rapport & offer support

Responsibilities: Implementation & Support

Weekly Meeting

• Project kick-off

• Explain solution plan approved by stakeholders

Independent Department Meetings

• What we learned

• What was approved

• Presentation of department implementation plan

Coordination with Vendors & Departments

• Finalize vendor solutions

• Sign vendor contracts

Reconciliation Plan

• Verify reconciliation strategy

• Explanation of execution and strategy (i.e timeline and expectations)

Deploy Solutions

• PCI compliance

• Installation

• Training

• Efficiency

• Ongoing meetings

Support Solutions

• Address questions and provide resolutions

• Address equipment issues

If this sounds like a good fit for your future, please apply...

Tell us in your own words why you would like to work for Arrow Payments. Please email your cover letter and resume for consideration to Marci LaRouech. Email: Info at ArrowPayments.com

Enterprise Solutions Executive

Job Mission: What is the primary responsibility for this position?

The Enterprise Solutions Executive is ultimately responsible for building Arrow Payments’ sales pipeline by generating leads, cultivating meaningful relationships with qualified opportunities and ultimately securing new clients.

Requirements:

• Location: Chicago, IL (some travel required)

• 3 years of sales experience (preferably Enterprise sales)

Competencies:

1. Need for Achievement: Sets demanding personal goals. Is ambitious. Strives for excellence. Willing to work as hard as necessary to get things done.

2. Persuasion: Builds a good case, taking customer needs into account. Closes compellingly. Enjoys selling, negotiating, and changing others' point of view. Stays calm under pressure.

3. Interpersonal Savvy: Relates well to all kinds of people. Builds appropriate rapport. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably. Strong ability to read the room (knows when to push and when to be patient).

4. Organization: Is disciplined and methodical. Detail-oriented. Is organized and orderly. Checks thoroughly to avoid mistakes. Tracks opportunities and contacts. Task-oriented. Follows up.

5. Technical / Functional Skills: Has the functional and technical skills to do the job at a high level of accomplishment. (Understanding of complex terminology / solutions).

6. Optimism: Expects to succeed. Remains resilient in the face of difficulties.

7. Confidence: Is unfazed by rejection. Not offended by difficult buyers. Feels self-assured. Freely expresses opinions or concerns.

Responsibilities:

Prospect

• Create a target list based on ideal client profile

• Research & identify the key decision maker(s) at each prospect

• Contact potential leads (email, phone, networking events, etc.) that meet Ideal Client Profile criteria

• Schedule pre-qualification meeting

• Document activity related information in CRM

 Connect

• Identify if prospect’s needs fit Arrow Payment’s services

• If yes, then schedule presentation (qualification) meeting

• Build relationships with strategic & channel partners

• Document prospect related information in CRM

• Set agenda for presentation (qualification) meeting

Qualify

• Assist in preparing presentation materials

• Participate in presentation (qualification) meetings

• Document qualification-related information in CRM

• Follow-up with prospect confirming next-steps

Propose

• Assist in developing proposals (for Discovery)

• Participate in proposal review meeting

• Follow-up with prospect confirming next-steps

Commit

• Part I: Participate in final proposal review meeting (for Discovery)

• Part II: Participate in proposal review meeting (for Solutions)

If this sounds like a good fit for your future, please apply...

Tell us in your own words why you would like to work for Arrow Payments. Please email your cover letter and resume for consideration to Deborah Jackson, CEO. DeborahJ@ArrowPayments.com

Other Roles at Arrow Payments

Are you excited about joining the Arrow Payments team, but you do not see a role that fits your expertise? Please let us know how you think you could help Arrow Payments grow. Email Deborah Jackson, CEO at DeborahJ@ArrowPayments.com