Senior Payment Operations Specialist

Summary:

We are currently seeking a Senior Payment Operations Specialist to join our Payment Operations team in Toronto, Vancouver, or Calgary.

What your team does:

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements.

Who you are:

Reporting directly to the Director of Payment Operations, we are seeking an experienced Payment Operations Specialist, with a strong track record in Payment Operations and Risk Management, to play a role in leading our scaling Payment Operations team. The candidate will have a critical role in influencing decisions related to product, pricing and customer experience while balancing process and risk.

What you’ll work on:

• We are looking for a forward-thinker who can comfortably lead a team and interact with customers

• Someone who understands and is deeply familiar with the payments industry, especially card payments

• Supporting building an operations function to scale to support payments and other fintech solutions and products 

• Cross functional projects involving internal business partners from areas such as sales, customer success, product and finance

• Identify business needs, scope requirements, plan execution of Clio Payments projects with cross-functional teams

• Manage reviews and evaluations of multiple projects that are in various stages of completion

• Measure the effectiveness of customer programs and initiatives intended to increase adoption and performance of the Clio Payments line of business through reporting and ROI analysis

• Drive ongoing communication between different functional teams

• Uncover opportunities to increase efficiencies and create new programs for Clio Payments

• Attend weekly planning meetings with the project team

• Manage programs and related strategic initiatives aimed at developing the Clio Payments and Financial Performance portfolio

• Serve as an operational liaison with the key third-party service providers & partners who are required to deliver payments services to our customers

• Act as an escalation lead for the Customer Success team to investigate customer issues

• Serve as escalation point for team on custom pricing deals for new merchants, including negotiating custom rates for larger customers at scale

Primary duties of the role include:

• Managing various operational queues with the goal of maintaining and exceeding internal and external SLAs

• Leading and supporting a team of Payment Operations Coordinators in delivering on processes and tasks to acquire new customers and support existing ones in the Clio Platform

• Directly supporting Clio customers who have questions or escalations concerning payments, this will include:

  • Topics related to making and accepting payments

  • Topics related to payments safety and security

  • Topics related to onboarding to Clio payments

  • Interpreting and communicating the status of payment events in a customer’s account

​

What you may have:

• At least 2 years Payments Industry experience including a solid understanding of each of the various card network, their interchange and network fees

• At least 3 years previous customer success / support experience, preferably in a card payments environment

• General knowledge of ACH transactions and reversals 

• Experience working in and with markets outside of North America in a Payments or Fintech capacity

• Comfortable working in a technical operations environment with tight deadlines 

• A passion for customer service 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:

• Merchant Payments Pricing underwriting experience 

• Data Analytics experience including SQL to make operational decisions

• Direct experience in card acquiring and/or issuing 

• Solid Knowledge of Card Network Rules in various markets

• Experience in compliance, fraud and risk management at a fintech, bank, or card network

• Working knowledge of Artificial Intelligence solutions and their practical application in operations

#LI-Hybrid

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. 

• 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​

The full salary range* for this role is $85,000 to $100,100 to $115,200 CAD..

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers