Senior Payment Operations Specialist

What your team does :

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clios broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements.

Who you are :

Reporting directly to the Director of Payment Operations, we are seeking an experienced Payment Operations Specialist, with a strong track record in Payment Operations and Risk Management, to play a role in leading our scaling Payment Operations team. The candidate will have a critical role in influencing decisions related to product, pricing and customer experience while balancing process and risk.

What youll work on :

We are looking for a forward-thinker who can comfortably lead a team and interact with customers

Someone who understands and is deeply familiar with the payments industry, especially card payments

Supporting building an operations function to scale to support payments and other fintech solutions and products

Cross functional projects involving internal business partners from areas such as sales, customer success, product and finance

Identify business needs, scope requirements, plan execution of Clio Payments projects with cross-functional teams

Manage reviews and evaluations of multiple projects that are in various stages of completion

Measure the effectiveness of customer programs and initiatives intended to increase adoption and performance of the Clio Payments line of business through reporting and ROI analysis

Drive ongoing communication between different functional teams

Uncover opportunities to increase efficiencies and create new programs for Clio Payments

Attend weekly planning meetings with the project team

Manage programs and related strategic initiatives aimed at developing the Clio Payments and Financial Performance portfolio

Serve as an operational liaison with the key third-party service providers & partners who are required to deliver payments services to our customers

Act as an escalation lead for the Customer Success team to investigate customer issues

Serve as escalation point for team on custom pricing deals for new merchants, including negotiating custom rates for larger customers at scale

Primary duties of the role include :

Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs

Leading and supporting a team of Payment Operations Coordinators in delivering on processes and tasks to acquire new customers and support existing ones in the Clio Platform

Directly supporting Clio customers who have questions or escalations concerning payments, this will include :

Topics related to making and accepting payments

Topics related to payments safety and security

Topics related to onboarding to Clio payments

Interpreting and communicating the status of payment events in a customersaccount

What you may have :

At least 2 years Payments Industry experience including a solid understanding of each of the various card network, their interchange and network fees

At least 3 years previous customer success / support experience, preferably in a card payments environment

General knowledge of ACH transactions and reversals

Experience working in and with markets outside of North America in a Payments or Fintech capacity

Comfortable working in a technical operations environment with tight deadlines

A passion for customer service and the ability to sometimes manage difficult conversations

Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment

Demonstrated strong interpersonal and communication skills, both written and oral

Strong computer skills

Serious bonus points if you have :

Merchant Payments Pricing underwriting experience

Data Analytics experience including SQL to make operational decisions

Direct experience in card acquiring and / or issuing

Solid Knowledge of Card Network Rules in various markets

Experience in compliance, fraud and risk management at a fintech, bank, or card network

Working knowledge of Artificial Intelligence solutions and their practical application in operations

LI-Hybrid

What you will find here :

Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include :

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.

Flexible time off policy, with an encouraged 20 days off per year.

2000 annual counseling benefit

RRSP matching and RESP contribution

Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range

• for this role is $85,000 to $100,100 to $115,200 CAD..
• We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.