Hybrid Payment Operations Coordinator

at Clio - Cloud-Based Legal Technology

• Job title: Payment Operations Coordinator
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$57,500 - CA$77,900 per year
• Degree requirement: No Education Requirement
• Tech skills: SQL
• Location requirements: Hybrid, Toronto, Canada

About the role

• Payment Operations Coordinator at Clio managing customer payments and onboarding for legal professionals. Supporting operational launches and resolving payment-related issues in North America.

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.

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
• Serious bonus points if you have:
• 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.

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