Payment Operations Coordinator

Clio • Vancouver, BC

36d • Hybrid

About The Position

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: We are currently seeking a Payment Operations Coordinator to join our Payment Operations team in Toronto, Vancouver, or Calgary. What your team does: 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. Who you are: 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.

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

Nice To Haves

• 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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees