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Hybrid Payment Operations Coordinator
Posted yesterday
About the role
- Payment Operations Coordinator at Clio managing customer payments and onboarding for legal professionals. Supporting operational launches and resolving payment-related issues in North America.
Responsibilities
- 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 features for existing and new customers.
- Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations.
- Underwrite payments pricing for eligible customers in coordination with sales and account managers.
- Monitor merchants and transactions for suspicious activity to safeguard against fraud.
- Triage and contribute to resolving day to day customer issues such as business ID and bank account verifications
- Directly support Clio customers who have questions or escalations concerning payments, with topics including: Making and accepting payments, Payments safety and security, Topics related to onboarding to Clio payments, Interpreting and communicating the status of events in a customer’s account
- Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud.
- Holding high performance standards including following standard operating procedures and upholding service level agreements.
Requirements
- Between 2-3 years experience in an Operational Capacity preferably within Financial Services.
- A passion for customers 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:
- Payments, payments processor, neobanking, fintech experience
- Understanding of each of the various card network, interchange and network fees
- Experience working in and with markets outside of North America in a payments or fintech capacity
- General knowledge of ACH and wire transactions
- Financial underwriting experience
- Data analytics experience including SQL to make operational recommendations
- Experience using data to create operating models and dashboards in tools like Looker, Salesforce, Excel, Google Suite to name a few.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.
- 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
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