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Associate Payment Operations Analyst
| Company | BILL |
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| Location | Draper, UT, USA |
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| Salary | $22.55 – $26.78 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 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.
Responsibilities
- 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.
Preferred Qualifications
- 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
