Payment Operations Specialist

We are transforming the legal experience for all by while .We are currently seeking a

• Payment Operations Specialist
• to join our Payment Operations team in
• Toronto
• Vancouver
• , or
• Calgary.
• Prioritize custom payment pricing requests by analyzing complex card processing statements
• Perform complex payments pricing analyses for both new and existing customers
• Collaborate with client facing teams on custom pricing deal positioning, strategy, and talk tracks
• Manage direct customer communications for existing and new customer around pricing and rate negotiations
• Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs
• 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, including : + 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 customer’s account
• Directly support customers in fulfilling payments application requirements
• Enable payments capability for approved customers so they can begin executing transactions
• Execute the operational launch of new payments products and product features for existing and new customers
• Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations
• Monitor merchants and transactions for suspicious activity to safeguard against fraudsters and bad actors.
• Triage and contribute to resolving day to day customer issues such as business ID verifications and bank account verifications
• Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud.
• Serve as a point of contact on cross functional projects involving internal business partners from areas such as sales, customer success, product and finance
• Become a subject matter expert in payments pricing, payments networks (Visa, Mastercard, Discover, American Express), and the industry in general to serve as a thought leader and educational resource for both colleagues and customers.
• Drive ongoing communication between different functional teams
• 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
• Identify efficiency opportunities based on business need, scope requirements, and plan project execution and program management with cross-functional teams.
• Between 3-4 years experience in an Operational Capacity preferably within Financial Services and / or the Payments Industry.
• Between 2-4 years of cards payments pricing experience
• Between 2-3 years previous customer success / support experience, preferably in a card payments environment
• General knowledge of ACH and wire transactions
• 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
• Comfortable working in a technical operations environment with tight deadlines
• Demonstrated strong interpersonal and communication skills, both written and oral
• Strong computer skills
• Generative AI Certifications or experience building AI Agents
• Program management experience
• Direct experience in card acquiring and / or issuing
• Experience in compliance, fraud and risk management at a fintech, bank, or card network
• Data analytics experience including SQL to make operational recommendations and decisions
• Payments, payments processor, neobanking, fintech experience
• Experience working in and with markets outside of North America in a payments or fintech capacity
• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

#J-18808-Ljbffr