Payment Operations SpecialistQueer Tech • Calgary, AB, CA
Payment Operations Specialist
Queer Tech • Calgary, AB, CA
Il y a 4 jours
Type de contrat
- Temps plein
Description de posteTopics 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
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.
Responsibilities
- 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 :
Qualifications and Desired Skills
Benefits
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.
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Operation Specialist • Calgary, AB, CA
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