Payment Implementation Specialist
Description
The Payment Implementation Specialist is responsible for managing and supporting payment-related queries and issues, ensuring smooth transaction processing, and assisting customers with payment inquiries. The role requires a combination of customer service skills, technical knowledge, and attention to detail to effectively resolve issues and provide a positive customer experience. This individual will work closely with third party vendors, finance, technical, and customer service teams to ensure all payments are processed accurately and efficiently.
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.