Operations Specialist

The individual will have the opportunity to:

- Proactively leverage AllayPay’s systems to enhance the end-user experience.
- Contribute in a “hands-on” manner to achieve operational excellence and exceed client expectations.
- Make recommendations for systemic workflow improvements and system enhancements.
- Interact with partners and merchants in support of payment operations.
- Work with a team of talented and committed professionals.
- Be a key team member and add direct value to our growing organization.

**A Day in the Life**

Support:

- Front line merchant support.
- Follow through on assigned cases, ensure all steps are set up and completed within the system, and communicate to the merchants and/or partners along the way.
- Communicate to Team Members as cases are in-progress and completed.
- Ensure tasks and cases are updated with appropriate next steps.
- Ordering payment devices, installing and training clients on new devices.
- Setting up payment pages, gateway accounts, and other merchant configurations.
- Assisting clients with transaction refunds, reporting, and research requests.
- Monitoring and assisting with case queues to ensure timely response and resolution of inbound support requests.
- Documenting, tracking, and monitoring problems to ensure a timely resolution.
- Initiating and resolving payment research requests with third-party vendors.

Onboarding:

- Assist the sales team with following up on leads.
- Boards new partner accounts, and trains users on systems.
- Assists with boarding payment processing accounts and collecting supplemental information from merchants and partners.

Operations:

- Assists the operations manager in planning, organizing, and coordinating functions relating to the operation of the business.
- Maintain an updated merchant, partner, and vendor management system.
- Provides recommendations and suggestions for improvements in any aspects relating to increased performance.
- Thrives in a start-up company culture.
- Adapts easily to change.
- Has a strong work ethic and successful experience working with remote staff and clients.
- Has a sense of intellectual curiosity and an addiction to learning.
- Is self-driven, actively looks for ways to contribute, and knows how to get things done efficiently.
- Demonstrates ability to prioritize tasks and meet daily deadlines for projects.
- Understands and models customer focus.
- Has good communication and reasoning skills, including the ability to gain consensus across functional areas and stakeholders.
- Respects and values others’ opinions even when they differ from their own.
- Has a great sense of humor. We like to see people enjoying what they do

**Experience/Education**:

- Minimum 2+ years of experience in Merchant Processing (credit card processing) Operations and Customer Support roles
- Must have graduated from an American / English speaking school with C1/C2
- Extremely strong technical skills
- Vendor relationship management
- Operational compliance
- Fraud/risk management
- Customer support and relations
- Possess strong data analytic and reporting skills with excellent critical thinking, problem-solving skills, and attention to detail.
- Experience with the following: Microsoft Office Suite (Word, Excel, Outlook, & PowerPoint), Salesforce, video conferencing tools, and chat technologies.

**AllayPay Overview**:
Others build portfolios, we build relationships. AllayPay, Inc. is a leader in the high-risk electronic payments industry. We specialize in boarding hard-to-place merchants and providing our clients with a white glove customer experience. AllayPay is committed to providing valuable, professional services that other companies can’t match. We simplify the payment process and we do it in a personal, down-to-earth, straightforward, and friendly manner.

AllayPay provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

**Location**
This is a full-time position that will be located at the company’s headquarters in South Florida with the possibility of a hybrid working arrangement, working from home some days and in the office other days. Willing to accept fully remote position as well.

**Experience**:

- Client Services & Customer Support: 1 year (required)
- Payment Operations: 2 years (required)

Expected Start Date: 02/01/2025