Payments Operations Manager in London

www.cardandpaymentjobs.com; England; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading payment processing firm is seeking a dedicated Client Support and OnBoarding Specialist to provide exceptional service to merchants in a fully remote role. Responsibilities include assisting with onboarding, managing operational issues, and ensuring merchant satisfaction. Ideal candidates possess strong communication, analytical, and customer support skills, and are comfortable working independently at home.

Qualifications

• Experience in a technical/customer facing support role, preferably B2B.
• Experience in onboarding new merchants preferred.
• Proven ability to meet regular targets & deadlines.

Responsibilities

• Provide professional support to merchants via email and Skype.
• Assist with onboarding of new merchants and their integration.
• Check/create internal settlement reports and manage operational queries.
• Daily and weekly operational checks.

Skills

Excellent verbal and written English

Customer focused interpersonal skills

Experience in online credit card processing

Technical/customer facing support experience

Attention to detail

Analytical and troubleshooting skills

Multi-tasking capability

Advanced Microsoft Office skills

Job description

Overview

Payment Operations Manager – My client is a payment processor providing services to global merchants. They focus on regulated merchants in fast-paced industries, where their online credit card processing solution offers compelling value. The company’s ethos includes added value, excellence, integrity, reliability, and best-in-class pre- and post- sales support.

Due to rapid growth, they are looking to recruit an experienced, full time, fully remote home based Client Support and OnBoarding Specialist.

In this pivotal role you will be the main day-to-day contact with merchants, offering best-in-class service to ensure consistent merchant satisfaction and assistance in on-boarding new merchants. You will also be the main point of contact on operational matters with our product provider, escalating and managing operational issues as needed. We’re looking for a highly professional, talented and proactive person who is comfortable multi-tasking between several merchants/tasks at any one time.

Responsibilities

• Merchant Support
  • Provide professional and responsive support to merchants, via email and Skype (text and voice), maintaining customer satisfaction by taking ownership and timely resolution of all issues.
  • Coordinate with provider’s account manager to escalate and manage operational issues.
  • Assist merchants and gateways with integration queries.
• Onboarding
  • Assist with onboarding of new merchants, including reviewing submitted applications, requesting missing documents, etc.
• Settlements
  • Checking/creating internal settlement reports, identifying and resolving any related issues, and answering merchant queries.
• Operations
  • Daily and weekly operational checks and related actions.
• Chargeback management
  • Coordinating with merchants and the chargeback team, against well-defined deadlines.

Qualifications / Requirements

• Excellent verbal and written English and communication skills
• Strong, customer focused interpersonal skills
• Experience in online credit card processing
• Experience in a technical/customer facing support role; preferably B2B
• Excellent attention to detail
• Experience in onboarding new merchants preferred
• Strong and proven analytical and troubleshooting skills, including the ability to analyze and assimilate large amounts of transactional information, in order to identify and resolve issues
• Strong multi-tasking capability, in an often high-pressure environment
• Independent thinker, comfortable working alone but also a team player
• Advanced efficiency in Microsoft Office (Excel, Word, Outlook)
• Proven ability to meet regular targets & deadlines
• Willing to work from home, and have a suitable private/separate workspace area; must show that they are a self-starter, resilient and proactive with a strong work ethic