Payment Operations Specialist

We are transforming the legal experience for all by while .We are currently seeking a
** Payment Operations Specialist
** to join our Payment Operations team in
** Toronto**,
** Vancouver**, or
** Calgary.
*** Prioritize custom payment pricing requests by analyzing complex card processing statements
* Perform complex payments pricing analyses for both new and existing customers
* Collaborate with client facing teams on custom pricing deal positioning, strategy, and talk tracks
* Manage direct customer communications for existing and new customer around pricing and rate negotiations
* Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs
* Supporting a team of Payment Operations coordinators in delivering on processes and tasks to acquire new customers and support existing ones in the Clio Platform
* Directly supporting Clio customers who have questions or escalations concerning payments, including:  + Topics related to making and accepting payments  + Topics related to payments safety and security  + Topics related to onboarding to Clio payments
* Interpreting and communicating the status of payment events in a customer’s account
* 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 product features for existing and new customers
* Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations
* Monitor merchants and transactions for suspicious activity to safeguard against fraudsters and bad actors.
* Triage and contribute to resolving day to day customer issues such as business  and bank account verifications
* Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud.
* Serve as a point of contact on cross functional projects involving internal business partners from areas such as sales, customer success, product and finance
* Become a subject matter expert in payments pricing, payments networks (Visa, Mastercard, Discover, American Express), and the industry in general to serve as a thought leader and educational resource for both colleagues and customers.
* Drive ongoing communication between different functional teams
* Serve as an operational liaison with the key third-party service providers & partners who are required to deliver payments services to our customers
* Act as an escalation lead for the Customer Success team to investigate customer issues
* Identify efficiency opportunities based on business need, scope requirements, and plan project execution and program management with cross-functional teams.
* Between 3-4 years experience in an Operational Capacity preferably within Financial Services and/or the Payments Industry.
* Between 2-4 years of cards payments pricing experience
* Between 2-3 years previous customer success / support experience, preferably in a card payments environment
* General knowledge of ACH and wire transactions
* A passion for customer service 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
* Comfortable working in a technical operations environment with tight deadlines
* Demonstrated strong interpersonal and communication skills, both written and oral
* Strong computer skills
* Generative AI Certifications or experience building AI Agents
* Program management experience
* Direct experience in card acquiring and/or issuing
* Experience in compliance, fraud and risk management at a fintech, bank, or card network
* Data analytics experience including SQL to make operational recommendations and decisions
* Payments, payments processor, neobanking, fintech experience
* Experience working in and with markets outside of North America in a payments or fintech capacity
* Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
* Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
* Flexible time off policy, with an encouraged 20 days off per year.
* EAP benefits for you and household members, including counseling and online resources
* 401k matching and Child Education Savings
* Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.
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