Senior Payment Solutions Analyst

SPS Commerce • Minneapolis, MN

2d • Hybrid

About The Position

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: The Senior Payment Solutions Analyst will lead and own the process for resolving inbound and outbound collections questions regarding past due balances and other issues for both internal and external customers. This role will focus on providing a positive customer experience; be the first escalation point for questions from the team to help resolve more complex issues and spot trends; serve as the primary liaison for other departments to facilitate the resolution of questions and issues.

Requirements

• Bachelor’s degree plus at least 3 years of related experience; or equivalent combination of education and experience
• Problem-solving and investigative mindset while being curious and having a customer-centric focus
• Professional and customer centric slant on verbal and written communication skills
• Proven partnership skills team and internal partners to ensure strong processes for resolving problems
• Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)

Nice To Haves

• Prior customer service experience in any industry preferred
• Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)

Responsibilities

• Uphold the current Accounts Receivable processes while maintaining customer relationships and ensuring quick resolution of internal and external customer inquiries for escalated and/or more complex accounts
• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a single-touch resolution
• Create a positive, empathetic internal and external customer experience with each interaction
• Facilitate problem identification, research, and timely follow-up to an ultimate resolution
• Host escalation time with team members to answer questions and resolve more complex issues, and provide guidance/training
• Set and monitor Slack Channel queue
• Spot patterns of customer inquiries (root cause); act transactionally and think relationally; share insights with team/leader to close opportunity gaps and partner with other internal teams to design or recommend customer centric resolution of issues
• Identify opportunities to leverage systems to better support business processes and functions
• Document customer interactions, key findings, progress, and insights in Salesforce and/or VersaPay
• Lead the weekly discussion and follow-up on the high dollar accounts with past due balances
• Refer and/or escalate cases to the appropriate internal individuals or teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level