BILL

Virtual Card Operations Analyst

BILL

full-time

Posted on:

Location Type: Hybrid

Location: Draper • California • Utah • United States

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Salary

💰 $23 - $31 per hour

About the role

  • Reviews, analyzes and resolves complex payment processing issues. Identifies and tracks patterns or potential systemic team issues in payment processing, and escalates to the appropriate stakeholders.
  • Recommends and assists with implementing process improvements for daily payment operations within the virtual card team.
  • Acts as a Subject Matter Expert on Virtual Card payment methods, addressing questions and escalations.
  • Provides coaching, mentorship and constructive feedback to team members.
  • Takes on additional critical responsibilities in resolving vendor virtual card payment issues and escalations.
  • Collaborates with internal cross-functional teams (Engineering, Product, Business Enablement, Risk Operations) to enhance team processes and procedures.
  • Identifies and documents best delivery practices at the vendor level
  • Provides recommendations to optimize payment distribution by incorporating agent feedback, enhancing customer and vendor experiences, and driving efficiency and scale.
  • Focuses on increasing revenue by identifying and communicating opportunities to improve success rates at the vendor level.
  • Continuously innovates for process improvements, ensuring the team stays dynamic and adaptable as we continue to bring on new features to the virtual card product
  • Updates the instructions database and recommends changes to existing workflows based on new insights and learnings.

Requirements

  • 3+ years of experience with payment processing
  • Bachelor’s Degree or the equivalent combination of four years of education, training, or work-related experience
  • Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal and phone
  • Ability to juggle multiple high priority tasks, holding yourself accountable for ownership and deadlines
  • Prior experience with coaching team members around soft skills, policies, processes, and workflows
  • Passionate about research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue
  • Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
  • Excellent oral and written communications skills
  • Experience with G-Suite platform is preferred
Benefits
  • 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
  • HSA & FSA accounts
  • Life Insurance, Long & Short-term disability coverage
  • Employee Assistance Program (EAP)
  • 11+ Observed holidays and wellness days and flexible time off
  • Employee Stock Purchase Program with employee discounts
  • Wellness & Fitness initiatives
  • Employee recognition and referral programs
  • And much more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payment processingprocess improvementscoachingmentorshipanalytical thinkingroot cause analysismulti-channel telephony
Soft Skills
communicationaccountabilitytime managementproblem-solvingteam collaboration
Certifications
Bachelor’s Degree