Payments Support Specialist
About The Position
The Payments Support Specialist works with our clients to ensure we are delivering the best Payments experience possible. This role will provide external and internal client support related to the end-to-end Payments’ product, as well as internal payments operations. Additional duties include updating Payments Opportunities per SOP guidelines, ensuring that weekly data provided to the PGSM team for pipeline management, development, and goal alignment across the Payments teams is accurate. Act as a payments Subject Matter Expert (SME) for internal and external support and assist with contractor training as necessary. The Payments Support specialist will assist in weekly contractor outreach to ensure that trainings are scheduled in a timely manner, and onboarding processes flow in a timely manner. The Payments Platform and Customer Support will have full accountability for all payments support and provide regular risk and compliance oversight to Leadership.
Requirements
- Prior customer support experience preferred
- Work independently and collaboratively
- Takes initiatives
- Effectively interact with high profile partners
- Exceptional verbal and written skills
- Ability to drive projects from start to finish
- Diligent record keeping, maintain training materials and documentation
- Superior customer service skills
- Flexibility to adapt to changing priorities and business needs
- Proficient with Excel and PowerPoint
Nice To Haves
- Knowledge in payment products a bonus
Responsibilities
- Provide our clients with world-class service related to our Payments platform.
- Understand client goals and pain points and partner to resolve issues and enhance product experience.
- Respond to and log email communication in the Support email inbox.
- Log in to Support queue daily and ensure timely responses and high service levels with all communications.
- Drive contractor readiness by coordinating outreach for Origin set up and required trainings.
- Assist with contractor training when necessary.
- Ensure completion of onboarding flow across platforms. (Origin, Stripe, SFDC).
- Serve as the go-to Subject Matter Expert (SME) for payments platform, providing expert guidance and solutions to both internal teams and customers.
- Take initiative in identifying areas for improvement within the support process, leading projects and partner with leadership to enhance client experience and operational efficiency.
- Communicate effectively with clients, team members, and other stakeholders, ensuring clear and concise information flow.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
