TreviPay

Accounts Receivable

• Work on a variety of collections and AR duties within our B2B programs
• Interact with internal teams, external clients, customers, and merchants
• Display a strong sense of urgency and ownership when handling customer receivable inquiries
• Provide direct support to customers and the entire Client AR team for their daily responsibilities
• Establish and maintain relationships with strategic customers
• Communicate directly and regularly with TreviPay's client regarding key client customers
• Subject Matter Expert in AR and/or fluent in multiple AR programs/systems
• De-escalate challenging customers, clients, or merchants
• Provide primary support for escalated inquiries from internal and external customers
• Recognize and resolve complex issues quickly with research and analysis
• Assist with training and mentoring Accounts Receivable Specialists
• Proactively contact customers and merchants to address, identify and determine the root cause of issues
• Serve as a leader for TreviPay policies/procedures
• Maintain existing process and procedure documentation to ensure documents are current
• Provide assistance to internal departments to address program challenges impacting clients, merchants, and customers

Bilingual Accounts Receivable Specialist I

Associate

• Must exemplify TreviPay Mission and Values.
• Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
• Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer support. Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
• Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
• Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
• Welcome change and adapt positively to internal and external changes as well as driving change as needed.
• Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
• Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
• Complete assigned learning before the due date while actively participating in learning sessions.
• Perform other duties as assigned by leadership.

Program Success Associate

Customer Support

• Own the full global customer experience for the Three Rivers client portfolio, with accountability for how it feels for the client and how it performs for the business — across both outsourced and in-house service delivery.
• Lead and develop three distinct functions: BPO Management (outsourced partner), Premier Services (in-house differentiated team), and New Client Launch (onboarding capability).
• Set the strategic direction for how TreviPay delivers customer experience within Three Rivers, including buyer segment differentiation — determining which buyers need a higher-touch experience and which need reliable, efficient service, and ensuring both are exceptional.
• Own the outsourced partner relationship end to end, including vendor performance, SLA adherence, quality standards, escalation management, contract strategy, resource optimization, cost structure, and continuous improvement.
• Guide the growth of the in-house Premier Services team from Pilot to scale, defining what differentiated service looks like for Three Rivers and ensuring the team delivers on that promise.

Vice President – Customer Experience

Representative

• Accurately applying customer payments and resolving routine payment discrepancies in a fast‑paced, high‑volume environment.
• Ensure timely and accurate posting of payments, supporting internal partners, and delivering a positive customer experience.
• Review Unapplied Inquiry cases with the goal of applying payments in accordance with customer-provided remittance instructions and in accordance with the Standard Operating Procedure (SOP).
• Initiate funds transfers to related accounts within a customer hierarchy when payments are posted to the incorrect customer account.
• Complete adjustment processing on various client networks, including write-offs, credits, refunds, transfers, etc.
• Manual payment application of incoming funds against open transactions as requested by the customer or stakeholders in Client AR/Customer Support.
• Review and resolve over-payments, short-payments, duplicate payments, etc., in accordance with SOP and best practices.
• Issue refunds when funds cannot be applied as remitted.
• Provide excellent service to both internal and external customers.
• Escalate more complex cases/requests to higher-level staff, when appropriate.
• Possesses working knowledge of core job duties and is able to complete job duties with minimal assistance.

Cash Management Representative

Operations

• Own the per-release motion that gets Global Operations ready for every change.
• Work across Product, Technology, Risk, and Compliance, leading release readiness planning.
• Drive the communications and questions cycle leading up to each go-live.
• Route frontline feedback to resolution and monitor stabilization post-release.
• Document insights from each release and confirm action with Product and Operational Excellence.
• Align curriculum and SOP updates to release scope and timing with the Content & Curriculum Specialist.
• Measure release readiness outcomes and report to leadership.

Operations Enablement Specialist – Readiness & Delivery

Content Marketing Manager

• Owns the durable enablement assets that allow Global Operations to execute accurately and compliantly across TreviPay's platform, programs, and controls.
• Build and maintain Standard Operating Procedures, job aids, and knowledge-base content.
• Own the LMS and documentation lifecycle.
• Ensure every operational team has current, role-specific guidance aligned to the latest system and process changes.
• Partner with the Readiness & Delivery counterpart, Product, Engineering, Risk, and Compliance, to ensure content is ready on schedule for each release cycle.

Operations Enablement Specialist – Content & Curriculum

• Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email
• Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
• Clearly explain payment and financial information to customers in a professional and easy to understand manner
• Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)
• Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership
• Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems
• Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns
• Collaborate with team members and leadership to identify trends and support process or documentation improvements
• Complete required training and assigned learning within established timelines
• Perform other duties as assigned by leadership

Customer Experience Specialist

Business Operations

• Monitor and manage operations throughout the organization; assist teams in providing consistent and predictable results
• Support operations leaders with continuous improvement projects at the task and coordination level
• Support the organization’s strategic plans for cross-functional communication as needed across the merchant network, operations, and customer support
• Lead – both formally and informally –  to drive results and improve operational processes and procedures
• Assist with expense report tracking and coordination for review and approval
• Gather and prepare data for the monthly CSAT report; provide compiled data to Director
• In coordination with the Director of Operations and other KHI leadership, manage mass merchant and customer communications strategy and execution
• Organize and ensure the successful management of Requests for Information (RFIs) distributed to the merchant network
• Manage and maintain merchant contact email lists for accuracy and completeness
• Manage and oversee updates to merchant documents and agreements as needed
• Manage the maintenance of key submission forms – including merchant agreements –  within Formsite and internal systems
• Assist with and help resolve tier-1 merchant-related issues; escalate unresolved issues to  Director of Operations
• Develop, maintain, and update Formsite forms for operational use
• Develop and maintain internal operational forms and documentation templates
• Manage internal and external distribution lists to ensure accurate routing
• Provide program communications support as directed by the Director
• Conduct, or work with other leaders to conduct, a monthly All-Hands meeting