The mission of this role is to be responsible to provide payments solutions for the business by selecting the most suitable method.
The Settlement Operations Specialist supports the daily settlement operations, focusing on the accurate and timely management of tickets related to payment methods and service schedules. The role involves direct interaction with external providers, internal departments, Ria agents or stores. Managing tickets and phone calls, ensuring efficient and consistent resolution of inquiries. It requires a detail-oriented, organized, and problem resolution-focused individual with strong communication skills.
JOB FUNCTIONS:
* Manage requests and incidents through Zendesk, Webex, and Outlook, ensuring proper classification and follow-up.
* Review and update information such as pick-up service schedules, providers, and payment method, updating information in the system to reflect current operations.
* Escalate complex issues or discrepancies to the Supervisor or relevant teams, ensuring proper tracking and closure
* Assist in the onboarding process of new clerks or team members when required.
* Contribute to continuous improvement by identifying repetitive issues and proposing process optimization or automation opportunities.
* Call agents to make sure they understand their payment method (Especially new agents).
* Roll-out of settlement methods, such as card payment, CIT, Smart Safes, ACH etc.
* Contingency planning and execution, if one settlement method is blocked.
SKILLS:
* Excellent oral and written communications skills in English and German, any other language will be highly valued.
* Good knowledge of Microsoft Office tools and CRM systems. At least an intermediate to advanced level of Excel is required
* Self-motivated, team player, proactive, problem-solving abilities and excellent communication skills.
* Ability to be flexible and adaptable when working in a fast-paced often pressurized environment.
JOB EXPERIENCE:
* 2 - 3 years’ work experience as an Settlement clerk, Customer service or Help Desk.
Previous experience in financial services will be valued.