Senior Back Office Analyst

September 20

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electronic processing • credit card equipment • credit card terminals • merchant services • merchant accounts

1001 - 5000

Description

•Manage and maintain customer accounts by completing critical account updates, quality audits, and advanced reconciliation reporting. •Research, strategically resolve, and respond to Attorney General inquiries, BBB complaints, and social/public website postings from customers. •Act as a liaison between the Back Office Team and the Product Development Team on system enhancement requirements. •Participate in user acceptance testing with internal and external engineering teams to ensure system functionality meets business and customer needs. •Provide training and mentor new team members. •Maintain a thorough understanding of system capabilities, merchant statements, rates, pricing structures, and funding sequences. •Research, process, and prepare reporting for customers, partners, and executive leadership. •Execute aggressive timelines to meet regularly scheduled deadlines. •Respond to internal and external customer support inquiries to reduce inbound call volume and exceed customer and partnership expectations. •Understand customer needs and develop plans to address them. •Strategize with leadership to determine training needs and lead special projects to improve the client lifecycle which will improve client experience. •Identify key staff in client companies to cultivate profitable relationships. •Educate and inform clients about company products, services, and special offers. •Proactively identifying innovative solutions and conducting extensive research through feedback while engaging with customers to resolve customer issues or concerns; identifying opportunities for improved customer experiences, and ultimately providing a frictionless customer experience. •Develop and maintain positive customer relationships and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. •Provide weekly/monthly updates to leadership on assigned projects, issues, and outstanding requests. •Provide backup phone support to resolve customer inquiries and ensure service levels are met. •Manage content in the knowledge base and communicate when updates are made.

Requirements

•Minimum of 5 years customer service experience within the Payments Processing industry. •Subject matter expert in analysis, investigation, and preparation of financial reports. •Excellent writing and analytical skills. •Excellent communication skills with ability to operate well across all business lines internally and externally. •Ability to establish high trusting relationships. •Exercise considerable judgment and discretion in scenarios that are complex and highly sensitive. •Ability to handle, discern, and keep confidentiality. •Strong computer skills and proficiency with multiple software applications. •Must be comfortable in a fast-paced environment while interpreting and entering data information from a wide variety of legal documents. •Strong attention to detail for initial data entry as well as for quality cross-check of systems. •Ability to maintain a deep understanding of the products and services of the company. •Ability to maintain a high standard of performance in all areas of work. •Team oriented individual; cooperative and ability to adapt in a changing environment. •Ability to thrive in a deadline-driven environment. •Availability to work overtime as department needs dictate. •Ability to efficiently and effectively navigate internal knowledge base and all other resources. •Ability to multi-task - managing multiple conversations/tasks simultaneously. •Skilled in creating a meaningful connection/rapport- personalizing the chat conversation.

Benefits

•Benefits that help team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling. •An equal opportunity employer.