Back Office Analyst, Senior
North - Remote
Let’s go North, together.
Please note this role requires direct experience in the merchant credit card payment processing industry.
Join our mission to build the largest suite of credit card processing and merchant services. It’s one simple payment platform backed by the most diverse payment companies. From credit card processing to back-office management, North points the way to smarter, faster, and just plain better payment solutions.
This role will provide the highest level of multifaceted support with product, technical, and service issues, for a dedicated customer or group of customers. The primary focus of the Senior Back Office Analyst is to utilize their strong analytical skills to identify, resolve, and effectively communicate trending customer concerns and act as the subject matter expert for all team tasks.
This role will work with the highest levels of proactiveness, promptness, thoroughness, and accuracy while connecting with team members and customers in a first-class manner to provide a frictionless experience. The Senior Back Office Analyst will be expected to work with minimal guidance along with providing subject matter expertise to Back Office Analysts and Associate Back Office Analysts. Team members will be responsible for managing an assigned portfolio of referral partners who provide a higher value to NAB’s partnership services via phone, email, Google Meets, and chat.
What you'll do:
- Manage and maintain customer accounts by completing critical account updates, quality audits, and advanced reconciliation reporting.
- Research, strategically resolve, and respond to Attorney General inquiries, BBB complaints, and social/public website postings from customers.
- Act as a liaison between the Back Office Team and the Product Development Team on system enhancement requirements.
- Participate in user acceptance testing with internal and external engineering teams to ensure system functionality meets business and customer needs.
- Provide training and mentor new team members
- Maintain a thorough understanding of system capabilities, merchant statements, rates, pricing structures, and funding sequences.
- Research, process, and prepare reporting for customers, partners, and executive leadership.
- Execute aggressive timelines to meet regularly scheduled deadlines.
- Respond to internal and external customer support inquiries to reduce inbound call volume and exceed customer and partnership expectations.
- Understand customer needs and develop plans to address them
- Strategize with leadership to determine training needs and lead special projects to improve the client lifecycle which will improve client experience.
- Identify key staff in client companies to cultivate profitable relationships. Educate and inform clients about company products, services, and special offers
- Proactively identifying innovative solutions and conducting extensive research through feedback while engaging with customers to resolve customer issues or concerns; identifying opportunities for improved customer experiences, and ultimately providing a frictionless customer experience
- Develop and maintain positive customer relationships and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Provide weekly/monthly updates to leadership on assigned projects, issues, and outstanding requests
- Provide backup phone support to resolve customer inquiries and ensure service levels are met.
- Manage content in the knowledge base and communicate when updates are made.
What we need from you:
- Minimum of 5 years customer service experience within the Payments Processing industry
- Subject matter expert in analysis, investigation, and preparation of financial reports
- Excellent writing and analytical skills
- Excellent communication skills with ability to operate well across all business lines internally and externally
- Ability to establish high trusting relationships
- Exercise considerable judgment and discretion in scenarios that are complex and highly sensitive
- Ability to handle, discern, and keep confidentiality
- Strong computer skills and proficiency with multiple software applications
- Must be comfortable in a fast paced environment while interpreting and entering data information from a wide variety of legal documents
- Strong attention to detail for initial data entry as well as for quality cross check of systems
- Ability to maintain a deep understanding of the products and services of the company
- Ability to maintain a high standard of performance in all areas of work
- Team oriented individual; cooperative and ability to adapt in a changing environment
- Ability to thrive in a deadline driven environment
- Availability to work overtime as department needs dictate
- Ability to efficiently and effectively navigate internal knowledge base and all other resources
- Ability to multi-task - managing multiple conversations/tasks simultaneously
- Skilled in creating a meaningful connection/rapport- personalizing the chat conversation
Travel: Up to 5%
Hourly Pay Range: $20-$26
Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your pay expectations and our full total rewards offerings throughout the interview process.
Who we are:
North, and our family of companies, are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.
Let’s go North, together! Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling.
At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.
To learn more about North, and our family of companies, visit our website: north.com
