Payment Operations Analyst

BILL•San Jose, CA

About The Position

As part of BILL's Virtual Card Operations and Delivery team, this position is responsible for helping us identify, implement, and recommend virtual card enhancement opportunities regarding people, process, technology, and product. This team is responsible for leveraging all available resources and making every possible effort to successfully deliver virtual card payments. We are seeking a subject matter expert for our team of card processors, who understands team goals, reporting metrics, and can handle the most challenging payments. This role involves researching vendors’ available payment options, successfully delivering previously unsuccessful payments, and using those insights to recommend improvements to future payment delivery, efficiency, and success rates through operational changes. The ideal candidate must have a passion for working in a dynamic team environment while continuously innovating for process improvements. By sharing their learnings and making updates to our instructions database or recommendations to existing workflows, we aim to continuously improve our operations, drive incremental revenue, and increase customer satisfaction. The ideal candidate brings payment processing knowledge and experience and has a good balance of both customer centric and business centric mindsets.

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

Nice To Haves

Experience with G-Suite platform is preferred

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.