Associate Payment Operations Analyst

Make your impact within a rapidly growing Fintech Company

The mission as an Associate Payment Operations Analyst is to consistently provide exceptional support, guidance, and solutions to every individual we serve. Payment Processing Specialists are part of a team who are responsible for resolving complaints in accordance to agreed policies, legislative regulations and primarily driven from internal consultations from Tier 2 and Tier 3 CXO teams. As the expert in payment processing tasks including money movement, legal and compliance rules and regulations, and the strong ability to research and investigate payment exceptions to uncover the root cause of the problem, this role will have increased payment operations access, product knowledge and cross-functional alignment. We pride ourselves in strong customer service expertise with our internal and external customers, strong communication and decision making skills.

Key Job Functions:

• Provide world-class customer service as a payment processing resource and engagement agent to BILL customers and internal departments via consultation channels.
• Maintain positive, sincere tone and sentiment towards agents and customers by explaining relatively complex situations, breaking down complex tasks into more manageable parts, and communicating effectively cross-functionally.
• Understand how processes fit into the bigger picture/business; competent knowledge of the payment systems (s)/exception(s) handling for the payment method correlated within scope.
• Developing a deeper understanding of product knowledge around money movement and how BILL processes payments including being able to develop a sense of seeing when a process is out of the norm and escalating further as needed.
• Ensuring compliance and legal consultations are met with a sense or urgency and understanding of the current policies and procedures to minimize any risk for BILL.
• Provide accurate, valid and complete information by using the right resources/tools adhering to standard operating procedures.
• Provide and respond to feedback to continuously improve the customer experience
• Seamlessly escalate to Senior Payment Processing Specialists; when appropriate - reducing escalations when possible.

We'd love to chat if you have:

• 3 years in a complex Customer Service role
• Ability to multitask, prioritize, and manage time effectively
• Technical literacy and troubleshooting capabilities
• Excellent verbal and written communication skills
• Ability to communicate effectively with cross-functional teams, customers, vendors, and bank partners.
• Research and investigate payment exceptions to uncover the root cause of the problem including escalating potential issues.
• Working knowledge of Excel to edit, manage, and create spreadsheets
• Ability to thrive in a fast-paced, high-pressure, constantly changing, and complex environment

Preferred Skills:

• Experience/knowledge of payment operations, preferably in financial tech/banking industry
• BILL platform knowledge (AP/AR, Payment Operations and Processing Tasks)
• Familiarity with Salesforce, Slack, Glance, Calabrio, Google Suite

Competencies:

Owning the Customer Experience

• Adhere to SOPs and make recommendations to improve processes and policies.
• Continuously identifies opportunities to exceed customer expectations
• Explains relatively complex situations to escalating parties and customers
• Identify undocumented exceptions and escalate when appropriate

Technical Aptitude

• Understands tools and technology that are used to implement, modify, and update our application
• Product knowledge around money movement and how payments are processed.
• Advanced skills in technology tools including Gsheets/Excel.

Teamwork and Collaboration

• Collaborates with others to learn and solve tough issues; comfortable navigating conflict with team members
• Interacts in a positive manner with peers, leadership, and customers
• Understands the broader teams and the resources available.
• Interacts cross-functionally with teams to provide answers and knowledge to serve our customers

Critical Thinking

• Possess the ability to tackle a problem by using a logical, systematic, sequential approach
• Process working through the details of a problem to reach a solution

Personal Investment

• Shows up to work/meetings/trainings on time and is prepared to complete work in a timely manner.
• Copes well and adjusts to stressful situations such as customer escalations and internal changes
• Aware of strengths and weaknesses and seeks feedback, proactive in asking for guidance, and actively strives to overcome challenges, grow strengths, and improve on weaknesses
• Needs minimal oversight for routine work; coaching and review in the execution of more complicated tasks.