Payment Solutions Analyst

The Payment Solutions Analyst will engage with and manage through a high volume of inbound and outbound customer contacts to collect on more complex past due receivables by using established and documented processes in a timely manner while focusing on providing a positive customer experience.

Responsibilities

Pursue the collection of past due accounts assigned, following standard collections policies and procedures, and follow up as necessary with the customer or internal partners; Investigate issues with delinquent accounts by partnering with internal teams to research customer claims to gain resolution and collect payment of invoices; Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a timely resolution; Create a positive, empathetic internal and external customer experience with each interaction; Resolve basic inquiries and stretch to resolve inquiries of moderate complexity; Spot patterns of customer inquiries (root cause) and share insights with team/leader to close opportunity gaps; Facilitate problem identification, research, and timely follow-up to an ultimate resolution; Document customer interactions, key findings, progress, and insights in Salesforce; Collaborate with internal individuals or teams as necessary and update management weekly on the status of high dollar accounts; Refer and/or escalate cases to the appropriate internal individuals or teams

Requirements

Bachelor's degree plus at least 1 year of related experience, or equivalent combination of education and experience; Problem-solving and investigative mindset while being curious and having a customer-centric focus; Professional and customer centric slant on verbal and written communication skills; Proven competence learning and using technology (e.g., ERP, MS Office, Excel, Sales/collections tools, AI); Must maintain confidential information

Nice to have

Prior customer service experience in any industry; Advanced technical skills (e.g., Excel, PBI, AI skills and workflows, Salesforce reports)

Benefits

Comprehensive benefits package designed to support employees' health, well-being, and financial security; Benefits are country-specific and aligned with local laws and market practices