Senior Payment Operations Specialist, Clio

• The candidate will have a critical role in influencing decisions related to product, pricing and customer experience while balancing process and risk
• At least 2 years Payments Industry experience including a solid understanding of each of the various card network, their interchange and network fees
• At least 3 years previous customer success / support experience, preferably in a card payments environment
• General knowledge of ACH transactions and reversals
• Experience working in and with markets outside of North America in a Payments or Fintech capacity
• Comfortable working in a technical operations environment with tight deadlines
• 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
• Demonstrated strong interpersonal and communication skills, both written and oral
• Strong computer skills

Desirable

• We are currently seeking a Senior Payment Operations Specialist to join our Payment Operations team
• Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements
• Reporting directly to the Director of Payment Operations, we are seeking an experienced Payment Operations Specialist, with a strong track record in Payment Operations and Risk Management, to play a role in leading our scaling Payment Operations team
• We are looking for a forward-thinker who can comfortably lead a team and interact with customers
• Someone who understands and is deeply familiar with the payments industry, especially card payments
• Supporting building an operations function to scale to support payments and other fintech solutions and products
• Cross functional projects involving internal business partners from areas such as sales, customer success, product and finance
• Identify business needs, scope requirements, plan execution of Clio Payments projects with cross-functional teams
• Manage reviews and evaluations of multiple projects that are in various stages of completion
• Measure the effectiveness of customer programs and initiatives intended to increase adoption and performance of the Clio Payments line of business through reporting and ROI analysis
• Drive ongoing communication between different functional teams
• Uncover opportunities to increase efficiencies and create new programs for Clio Payments
• Attend weekly planning meetings with the project team
• Manage programs and related strategic initiatives aimed at developing the Clio Payments and Financial Performance portfolio
• 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
• Serve as escalation point for team on custom pricing deals for new merchants, including negotiating custom rates for larger customers at scale
• Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs
• Leading and 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, this will include:
• Topics 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