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What we’re looking for

We are looking for an energetic, highly motivated Payment Operations Analyst to engage with and support Plate IQ clients on a daily basis. You’ll engage with customers, providing email/phone/zoom support to answer client inquiries related to payment transactions. You will interface with other Plate IQ teams including Account Management, Product, and Engineering while providing world class client service.

What you’ll do

  • Use investigative skills and product knowledge to troubleshoot client inquiries related to virtual card, ACH, and check payments that a client has facilitated via Plate IQ
  • Respond to client inquiries related to enrolling client bank accounts and connecting to client vendors
  • Assist in the vendor enrollment process and answer any vendor questions intent to enable more client vendors to receive payments from Plate IQ clients, as appropriate
  • Assist the Risk Management team to facilitate clients through KYC/KYB processes and account transaction limits in accordance with regulatory requirements
  • Prioritize customers’ support requests based on service priority and professional judgment
  • Serve as a feedback loop from clients about potential product enhancements
  • Serve as an escalation point for any client inquiries requiring further involvement from other Plate IQ teams (e.g. Account Management, Product, and Engineering)
  • Develop client relationships and identify opportunities to deliver more value to specific accounts

Required Skills and Abilities

  • Self-motivated personality, excellent problem-solving skills, and very detail oriented in daily work
  • Quick learner with ability to juggle competing priorities in a fast-paced environment
  • Exposure with SaaS offerings and interest in supporting client relationships
  • Familiarity with customer service software (e.g. Freshdesk, Zendesk, Jira, etc.)
  • Exposure to Fintech platforms and payment workflows (e.g. credit card, ACH, & check)
  • Undergraduate degree with concentration in business, finance, or similar field
  • Excellent verbal and written communication skills