TITLE OF ROLE: Senior Global ePayments Analyst
DEPARTMENT: Shared Services
JOB LEVEL: P2
LOCATION: Chennai, India
Shift Timing: 6 PM - 3 AM
Main purpose of the role/Position Summary:
Process ePayment requests such as taking customer credit card payments over the phone and via virtual/P-card payments. Assist customers with ePayments requests that involve resolving their payment issue/error, disputes, and validating what their payment is associated with. Handle credit card chargebacks directly with the payment processors and customers by providing detailed documentation to support the purchase. Resolve incoming customer queries related to credit card, direct debit, PayPal, and other ePayment methods. Inquiries can cover transactions associated with auto-renewals one time charges. Review and process credit card refunds through Trimble’s various systems. Hands-on experience with ePayments merchants like Cybersource, Global Payments, PayPal, American Express, Cielo, Stripe, Fiserv, etc,. Create backup and be backup for the entire team in order to improve support and customer satisfaction. Review Trimble’s current systems and reporting, handle daily/monthly reporting, work directly with customers to resolve any payment processing issues, problems, or disputes, and manage/monitor chargebacks. This position will also assist in expanding Trimble’s ePayment options for our customers based on region which includes extensive knowledge of ePayments across the world.
Job Responsibilities:
Ensure payment systems are operating smoothly and efficiently by working with internal teams and external providers.
Handle daily payment reports, such as fallout and exception, and have the issue resolved or addressed in a timely manner.
Assist with quarter/month/year ePayments reporting.
Monitor fraud data and work closely with various departments to get these transactions resolved.
Assist and collaborate on projects and appropriate teams to help Trimble grow our ePayments.
Handle chargeback inquiries that cover all ERPs and eCommerce platforms for both domestic & international transactions; and monitor trends
Monitor and review corporate credit card helpdesk requests and assist with managing accounts and/or issues.
Manage merchant, eCheck/ACH, Direct Debit, bank transfers, and boleto ePayment accounts.
Facilitate the Cardholder policy and make sure it is reviewed and training has been completed by all appropriate employees.
Utilize all tools to make certain the accuracy of the payments process and resolve any errors that have occurred.
Help Trimble expand ePayment options provided for our customers.
Maintain or exceed established standards for customer service, and resolve minor issues with little supervision; escalate complex issues as necessary.
Work effectively with peers (order administration, sales, controllers, credit & collections) and leadership by communicating trends, suggest any appropriate improvements and information in a constructive and positive manner.
Making sure Trimble continues to be Payment Card Industry (PCI) compliant by validating system and user processes.
Assist the general ledger department will monthly/quarterly/year- end close on resolving outstanding transactions.
Resolve incoming customer queries related to credit card, direct debit, PayPal and other ePayment methods.
Monitor and clear Brazilian Boleto fallout payments.
Serve as liaison to Trimble banks, merchant services, internal and external customers.
Review and process credit card refunds as per the defined policy and procedure.
Process credit card payments on behalf of Trimble’s customers via telephone.
Assist guiding customers (internal & external) on how to process payments via online.
Manage processing eCheck/ACH payments on an as needed basis for the US region.
Upload and maintain direct debit files in the bank portal for payment processing; ensure to maintain any fallout from this file load.
Reviewing and work e-Check/ACH fallout report on a daily basis
Respond to internal and external (SOX) audit requests
Qualifications & Experience:
Graduated/Degree Required - preferably accounting background
Certification in ePayments – credit card chargeback or fraud handling will be an advantage
Certification in MIS reporting – advanced excel, DoMo, PowerBI, SQL etc., will be an advantage
Excellent interpersonal and communication skills
2-4 years of experience
Must be flexible to work in shifts (US/AME - EST hours)
Specific Skills Required:
Extensive knowledge and understanding about the ePayments industry.
Strong understanding of ePayments, such as, credit/debit card, PayPal, SEPA, direct debit, and boleto across the global.
Technical skills: top tier ERP systems, such as Oracle (R12), Salesforce, eCom Billing Platform (Aria Systems), payment processor or payment gateway, such as CyberSource, Global Payments, American Express, PayPal, Stripe, SEPA Direct Debit, Fiserv, etc.
Experience with creating and managing merchant accounts.
Good understanding on Chargeback standards and other ePayments methods.
Be able to multitask and work in a collaborative team environment.
Able to research in depth on various inquiries.
Process-oriented with high attention to detail.
Strong knowledge of computer – MicoSoft office (Excel, PPT , Word) and Google (gmail, calendar, docs, sheets, form, etc.).
Excellent written skills.
Ability to effectively communicate with employees at all levels and external business contacts while conveying a positive, service-oriented attitude.
Problem solving and analytical skills
Relationships required to build within this role:
INTERNAL:
Credit & collections
Customer claims
Customer master
Order administration
Global horizontal team
Treasury and finance
Internal audit
Information systems (IS)
Product managers
Business division and sector controllers/accounting
Dealer channel sales / customer managers
Sales managers & support
General managers
EXTERNAL:
Customers/Resellers/Dealers
ePayment vendors
Consultants
Banks
External Audit
General abilities and skills expected to be learned and mastered in this role:
Basic understanding of the generally accepted accounting standards (GAAP)
General understanding of:
ePayments processing (credit/debit card, PayPal, American Express, Boleto, etc.).
ePayment chargebacks.
e-Check/ACH processing.
Boleto payments workflow (Brazilian rules and regulations)
Direct Debit end-to-end process
Accounts Receivables to bank reconciliations
Accounts Receivables to general ledger reconciliations
Month-end activities
Payment Card Industry (PCI) standards and requirements
SOX (Sarbanes-Oxley Act) standards & requirements from ePayments perspective.
Self-auditing activities
Build long term customer relationship with customers