Hybrid Virtual Card Operations Analyst

at BILL

• Job title: Virtual Card Operations Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $23 - $31 per hour
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Draper, United States

About the role

• Analyst at BILL responsible for improving virtual card payment processes and team operations. Collaborating with cross-functional teams to enhance customer experiences and success rates.

Responsibilities

• Reviews, analyzes and resolves complex payment processing issues. Identifies and tracks patterns or potential systemic team issues in payment processing, and escalates to the appropriate stakeholders.
• Recommends and assists with implementing process improvements for daily payment operations within the virtual card team.
• Acts as a Subject Matter Expert on Virtual Card payment methods, addressing questions and escalations.
• Provides coaching, mentorship and constructive feedback to team members.
• Takes on additional critical responsibilities in resolving vendor virtual card payment issues and escalations.
• Collaborates with internal cross-functional teams (Engineering, Product, Business Enablement, Risk Operations) to enhance team processes and procedures.
• Identifies and documents best delivery practices at the vendor level
• Provides recommendations to optimize payment distribution by incorporating agent feedback, enhancing customer and vendor experiences, and driving efficiency and scale.
• Focuses on increasing revenue by identifying and communicating opportunities to improve success rates at the vendor level.
• Continuously innovates for process improvements, ensuring the team stays dynamic and adaptable as we continue to bring on new features to the virtual card product
• Updates the instructions database and recommends changes to existing workflows based on new insights and learnings.

Requirements

• 3+ years of experience with payment processing
• Bachelor’s Degree or the equivalent combination of four years of education, training, or work-related experience
• Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal and phone
• Ability to juggle multiple high priority tasks, holding yourself accountable for ownership and deadlines
• Prior experience with coaching team members around soft skills, policies, processes, and workflows
• Passionate about research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
• Excellent oral and written communications skills
• Experience with G-Suite platform is preferred

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more