Payment Solutions Analyst

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Payment Solutions Analyst will manage customer contacts to collect on complex past due receivables while ensuring a positive customer experience. This role involves investigating issues, collaborating with internal teams, and documenting customer interactions.

Responsibilities

• Pursue the collection of past due accounts assigned, by following standard collections policies and procedures and follow up as necessary with the customer or internal partners
• Investigate issues with delinquent accounts by partnering with internal teams to research customer claims to gain resolution and collect payment of invoices
• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a timely resolution
• Accountable and empowered to create a positive, empathetic internal and external customer experience with each interaction
• Resolve basic inquiries and stretch in role to resolve inquiries of moderate complexity
• Spot patterns of customer inquiries (root cause); act transactionally and think relationally; share insights with team/leader to close opportunity gaps
• Facilitate problem identification, research, and timely follow-up to an ultimate resolution
• Document customer interactions, key findings, progress, and insights in Salesforce
• Collaborate with internal individuals or teams, as necessary; Update management weekly on the status of the high dollar accounts
• Refer and/or escalate cases to the appropriate internal individuals or teams

Skills

• Bachelor's degree plus at least 1 year of related experience; or equivalent combination of education and experience
• Problem-solving and investigative mindset while being curious and having a customer-centric focus
• Professional and customer centric slant on verbal and written communication skills
• Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)
• Must maintain confidential information
• Prior customer service experience in any industry preferred
• Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)

Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security

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