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 features for existing and new customers.
Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations.
Underwrite payments pricing for eligible customers in coordination with sales and account managers.
Monitor merchants and transactions for suspicious activity to safeguard against fraud.
Triage and contribute to resolving day to day customer issues such as business ID and bank account verifications
Directly support Clio customers who have questions or escalations concerning payments, with topics including: Making and accepting payments, Payments safety and security, Topics related to onboarding to Clio payments, Interpreting and communicating the status of events in a customer’s account
Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud.
Holding high performance standards including following standard operating procedures and upholding service level agreements.

Between 2-3 years experience in an Operational Capacity preferably within Financial Services.
A passion for customers 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
Demonstrated strong interpersonal and communication skills, both written and oral
Strong computer skills
Serious bonus points if you have:
Payments, payments processor, neobanking, fintech experience
Understanding of each of the various card network, interchange and network fees
Experience working in and with markets outside of North America in a payments or fintech capacity
General knowledge of ACH and wire transactions
Financial underwriting experience
Data analytics experience including SQL to make operational recommendations
Experience using data to create operating models and dashboards in tools like Looker, Salesforce, Excel, Google Suite to name a few.

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Payment Operations Coordinator

Key skills