Operations Analyst responsible for enhancing operational performance and customer experience at ANZ's customer contact hub. Collaborates on improvement plans and monitors effectiveness for sustained impact.
About the role
- Analyst at BILL responsible for improving virtual card payment processes and team operations. Collaborating with cross-functional teams to enhance customer experiences and success rates.
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.
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
- Experience with G-Suite platform is preferred
Benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
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