Payment Implementation Specialist

Responsibilities

• Handle customer inquiries and issues related to payments, including failed transactions, payment disputes, billing errors, and refunds.
• Provide solutions for payment-related concerns and ensure timely resolution, escalating more complex cases to higher-level support or relevant departments.
• Provide excellent customer service, including clear communication with customers regarding payment issues, processing steps, and expected outcomes.
• Assist customers in navigating payment platforms, such as online payment gateways, ensuring they have the information and tools needed to complete transactions successfully.
• Maintain accurate records of payment transactions, customer communications, and support cases.
• Create and update reports on payment issues and trends, providing feedback to management for process improvements.
• Work closely with the finance, IT, and customer service departments to resolve payment issues and improve payment systems.
• Coordinate with third-party payment processors or vendors as needed to address technical issues or updates.
• Ensure all payment processes comply with internal and external regulations, including security protocols and data protection laws (e.g., PCI-DSS compliance).
• Stay informed on industry best practices and company policies to continuously improve service delivery.
• Suggest improvements to streamline payment processes and reduce the number of payment-related issues.

Qualifications

• A bachelor’s degree in business, finance, or a related field is required.
• Previous experience in customer service, finance, or payment processing is desirable.
• Familiarity with payment platforms (such as Payliance, FISERV, and Chase ISO) and tools is beneficial.
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Basic understanding of financial transactions and payment systems.