Back Office Advisor

Role Overview

• Delivers customer satisfaction by addressing financial concerns, maintaining merchant profiles, and resolving transaction issues, while responding to informational inquiries related to Automated Clearing House (ACH) Network and Remote Deposit Capture transactions.
• Collaborates within a team responsible for ensuring customers comply with processing agreements in accordance with National Automated Clearing House Association (NACHA) Rules and Regulations.
• Research, corrects and maintains transactions to successfully process consumer debits through the ACH Network and/or Remote Deposit Capture
• Request time sensitive proof of authorizations, originating from the ODFI
• Complete merchant maintenance request, address change, points of contact additions, email updates, etc.
• Inputs essential data and documentation from received authorization documentation of the Electronic Funds Transaction (EFT) or equivalent to provide to Collections staff for returned consumer debit transactions
• Communication efforts via phone and email to contact our Merchants (Nuvei Services Customers) to request authorization documentation, electronic funds transaction receipt (EFT), or equivalent for ACH Network transactions when consumer debit transactions return.
• Reviews and requests merchant debit/consumer credit requests as applicable.
• Merchant (Nuvei Services Customers) maintenance for the purposes of successfully processing consumer debits or credits; merchant credit or debits; merchant fees; also, to include ISO payouts in relation to transactions processed through the ACH Network and or/Remote Deposit Capture.
• Analyzes consumer and Merchant (Nuvei Services Customers) issues to identify problem areas and take appropriate corrective action. Requests for approval from management when applicable.
• Reviews, calculates, and requests refunds as manual ACH credits to ISOs, merchants, or consumers due to processing problems (i.e. duplication of charges, incorrect charges, or to salvage relations).
• Makes outbound communication attempts on all returned merchant fees, debits or credit transactions that were received from the bank as rejected.
• Completes cancellations of merchants at the end of the month for returned fees and/or debits, and process standard incoming cancellation request.
• Complete or verify incoming bank change requests for partners and merchants
• Posts adjustments (cash entries) within our operating system, for reconciliation purposes, dual verification required to ensure strong internal cash controls.
• Set up merchant reporting upon request by Partner or merchant
• Ensures compliance with internal documentation requirements by maintaining desktop procedures and/or checklists
• Contributes to change initiatives and seeks out opportunities to automate manual functions for efficiency or ways to use AI to streamline processes.
• Participates in task/project groups across department lines, as needed
• Protects company proprietary and confidential information.
• Other duties as assigned.

Requirements

• High School diploma or equivalent experience.
• 1-2 years of related Finance or Banking experience
• Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping.
• Knowledge and competence in using Microsoft Word and Microsoft Excel or similar office software products.
• Ability to effectively communicate with peers and management to present ideas and concerns through verbal and non-verbal methods.
• Ability to remain attentive to details while working in a fast-paced, multi-task environment.
• Ability to establish priorities, work independently, and proceed with objectives with little supervision of self and staff members.
• Ability to effectively manage time to meet and exceed goals and expectations.
• Ability to work extra hours, holidays, and weekends as requested by manager.
• Flexibility in accepting assignments and special projects.

Benefits

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

Working Language** English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Our recruitment process may use automated tools, including AI, to support application management and candidate shortlisting.