Payment Operations Coordinator, Clio

• 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

Desirable

• We are currently seeking a Payment Operations Coordinator to join our Payment Operations team in Toronto, Vancouver, or Calgary
• Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year
• The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint
• The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring
• Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements
• We are seeking a Payment Operations Coordinator, with a solid performance track record, to play a role in our scaling Payment Operations team. The candidate will have a critical role in delivering solutions enablement and a seamless customer experience
• 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