For this month’s Employee Spotlight, we’ll be taking an in-depth look at one of the pillars of Vagaro. A team that is instrumental to not only our own success, but key to the successes of each of our businesses—the Vagaro Merchant Services Team! Comprised of 14 devoted individuals, the VMS team is responsible for all things finance and tax related. To get more of a behind-the-scenes look into what this team does on a day-to-day basis, and why credit card processing is essential as a modern business owner, we interviewed two of our very own VMS representatives. Meet Jessica Carter, Fraud & Risk Manager, and Regina Paet, Merchant Services Representative, as they share with us their professional experiences & firsthand view of success stories.
Jessica Carter: Fraud & Risk Manager
Thanks for taking the time to talk to us today! Let’s start with a little background on what the Vagaro Merchant Services Team does. How is the VMS Team different from other parts of Customer Service?
The VMS team differs from other parts of regular support because we are a small, close team with strong skills in specific topics, specializing in all things Merchant Services. Because the team is so small, we have to be efficient and proficient in what we do.
What made you choose a position on Vagaro’s Merchant Services Team?
My story is unique. I worked for our processing bank’s Risk Team and was the Risk Analyst assigned to Vagaro’s portfolio. I spent 5 years getting to know Vagaro, their customers and their Merchant Services Team. When I was looking to change jobs, I wanted to pursue employment with Vagaro since it was something I grew to love & enjoy.
What would you feel is the most important aspect of your job, and which is your favorite?
The most important aspect of my job is managing the team that mitigates Vagaro’s risk exposure while also allowing for healthy growth of the business. My favorite part of the job is being able to mentor my team and help them grow in their careers.
How is the VMS Team instrumental in the overall success of Vagaro, and how do you collaborate with other departments on a daily basis?
The VMS Team is instrumental in the overall success of Vagaro because they are subject matter experts on all things Merchant Services. We have open communication with other departments such as Sales and Support. We collaborate on how to improve the customer experience and how we can solve any issues we see, as well as how we can improve as a company.
If Vagaro didn’t have a Merchant Services Team, how different do you think the company would be today, and what are some of the limitations that our business customers would face?
Without VMS, Vagaro wouldn’t be what it is today. More than ever before, accepting card payments is vital to a business's success. [We wouldn’t be] an all-in-one software company.
What would you suggest to anyone wanting to pursue a career in Merchant Services, credit card processing, or fraud verification? Is the career path linear?
I would suggest to anyone pursuing a career in Merchant Services, credit card processing, or fraud verification to start in Support. Learn the company & customers from the ground, up. Increase your knowledge by asking questions and gaining an understanding of how the card industry works and the challenges that merchants face.
Regina Paet: Merchant Services Representative
Hi, Regina! Thanks for talking with us today! Can you give a little background on just what the Vagaro Merchant Services Team does? How is the VMS Team different from other parts of Customer Service?
VMS is able to dig a little deeper, as we have access to more reports & applications, and we work directly with the processing bank. We work with Support to best advise the merchants using the same reports that they see, but sometimes accounts need a little more research, and we’re able to do that in VMS.
What made you choose a position on Vagaro’s Merchant Services Team?
After working in the hotel industry for five years, I was looking for something different. The job duties of Merchant Services aligned with the responsibilities I had at the hotel. After my interview with Kerry and Ashley here at Vagaro, I knew that I would enjoy the culture of Vagaro along with the job duties of Merchant Services.
What would you feel is the most important aspect of your job, and which is your favorite?
The most important aspect of my job is educating the merchants. While we have a lot of merchants who have been processing with us for a long time, there are still a lot of newer merchants who don’t know that there are rules to processing credit cards. Reviewing these rules and educating the merchant helps them to better run their business. My favorite part of VMS is reviewing missing deposits. It’s pretty fun being a detective trying to track down or figure out what happened to a merchant’s funds & helping them out in that way.
How is the VMS Team instrumental in the overall success of Vagaro, and how do you collaborate with other departments daily?
The subdepartments of VMS help ensure that businesses are set up for credit card processing success. Our SDRs (Sales Development Representatives) help new merchants sign up for VMS and let them know about the best features. Our Operational Team assists our merchants with all questions regarding credit card processing, from missing deposits & updating their account to chargebacks, underwriting and everything in between. Our Fraud/Risk Department reviews all new Vagaro accounts and merchant accounts to ensure that there isn’t any fraudulent activity going on. We work with other departments by offering support and educating them on the basics of credit card processing so that they can assist our merchants.
If Vagaro didn’t have a Merchant Services Team, how different do you think the company would be today, and what are some of the limitations that our business customers would face?
VMS was one of the final pieces to help make Vagaro a one-stop shop for our businesses. Our businesses don’t have to go out hunting for a credit card processor; we are right here for them. By having Vagaro Merchant Services, our businesses are able to reconcile their transaction list, deposit reports, collect rent, and even process Vagaro Pay Later transactions for their customers who need to pay in installments. If Vagaro Merchant Services was not around, businesses would not have any of these features integrated into their software.
What would you suggest to anyone wanting to pursue a career in Merchant Services, credit card processing, or fraud verification? Is the career path linear?
Develop a strong foundation in finance & technology. Understanding the fundamentals of finance, payment systems, and technology will be extremely valuable. Familiarize yourself with concepts such as payment processing, transaction security, risk management, fraud prevention techniques, and regulatory compliance. While the career path in these fields may have some linear progression, it can also have various branching opportunities. You may have opportunities to work with different types of organizations, including banks, payment processors, merchant service providers, or dedicated fraud prevention companies.
It's safe to say that we wouldn't quite be where we are today without the help of our Vagaro Merchant Services Team. We hope you found this glimpse into their day-to-day responsibilities thought-provoking! If you're interested in learning more about how you can get started with credit card processing on Vagaro completely free, click here.
