Payment Modification Specialist

Summary

• Responsible for accurate, timely payment modifications as requested by our customers and vendors or because of incorrect payment instruction.
• Meets strict adherence to payment modification processes, compliance procedures and service level agreements.
• Monitor payment alerts and resolve payment errors, working with customers and vendors as needed.
• Identify root cause of payment errors and develop recommendations to prevent future issues.
• Work with our banking partner to quickly resolve ACH payment failures.
• Research and provide resolutions to questions and issues in a timely fashion.
• Partner with Technical and Payment Support, Implementation, Finance and Engineering teams to meet timelines and resolve problems resulting in unprocessed payments.
• Provide customers and their suppliers with clear communication of status and any outstanding actions required to resolve open issues.
• Report payment modification trends and identify drivers of payment errors and reissue/refunds.
• Ensure monthly, quarterly and year-end payment reconciliations completed.
• Work with Finance to ensure supplier repayments completed in timely manner.
• Provide training to the Operations teams on payment errors and drivers of modifications.
• Ensure weekly transaction manually applied paid date tracking is accurate and current.
• Proactively identify ways to improve systems to further automate modifications and reduce resolution time.
• Track interactions in our proprietary database; provide follow up communication with the customer and their suppliers defining any additional information required; ensure all actions are closed in a timely manner.
• Perform miscellaneous projects and duties as assigned.

• College degree or equivalent experience in accounting and payments required. Higher education in business, accounting or equivalent experience preferred.
• Minimum of three years customer support experience (with payments preferred).
• Intermediate computer skills, and intermediate level of experience with Microsoft Word, Excel, and Outlook required. Knowledge of CRM or ticketing software preferred.

• Data Entry and Verification - Ability to accurately record, verify, audit and follow-up on data within specified time frames. Ability to arrange actions within rules and procedures. All work done with extreme focus on detail.
• Critical Thinking and Persuasion- Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Administrative - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology.
• Time and Task Management - Managing one's own time and the time of others.

• Technology- Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay's systems and software. Use of database products, CRM software (Salesforce), ticketing software (Zendesk), fax and phone systems.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Understanding written sentences and paragraphs. Ability to speak clearly so others can understand you.
• Active Listening and Speaking- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively.
• Service Orientation and Social Perceptiveness- Actively looking for ways to help people while being aware of others' reactions and understanding why they react as they do.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• People and Inclusion - Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems.

• Job is focused on specific area of business with established practices and procedures. Must work with operational timeframes and be flexible to changing priorities.
• Decisions are made within specific operational guidelines. Decisions and service affect department, payments and customers or vendors.
• Work is checked and supervised regularly.
• Job has no supervisory responsibility.
• Contact are made both inside and outside the organization. Internal contacts include the Payment Processing and Payment Support teams, leads and managers. External contacts are mainly suppliers (or customers).
• Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on problem solving, customer service and information exchange. Interactions are initiated both phone or email and focus on inbound/outbound contact. Headsets are used regularly for phone work.
• Information exchange will include confidential or sensitive information. Accuracy is a primary objective of this position.
• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer and a telephone. Job may require hours that exceed 8 hours per day and 40 hours per week during peak periods.

• $2.8B Annual Revenue

• 800,000 Directly Served Business Clients

• 9,700+ Employees

• Forbes Global Growth Champion - FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista

• Forbes World's Most Innovative Companies - FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!

• Fortune 1000 Company - FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872

• S&P 500 - In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks

• Sell More New Clients. FLEETCOR will continue growing sales by investing more in proven sales channels and bringing more prospects into the funnel.

• Increase Revenue per Client. FLEETCOR will continue increasing its share of customer wallets through network expansion and cross-sell of add-on solutions.

• "Beyond" Adjacent Segments. FLEETCOR will continue extending its existing business into adjacent spaces to broaden its market opportunity.

• Launch New Platform Business. FLEETCOR has launched its "new platform business" integration "Expense Management & AP/Vendor Payments" solutions into one bundled software platform.

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;

• Empowering our people to share their experiences and ideas through open forums and individual conversations; and

• Valuing each person's unique perspectives and individual contributions.

• Innovation: Figure out a better way
• Execution: Get it done quickly
• Integrity: Do the right thing
• People: We make the difference
• Collaboration: Accomplish more together