Senior Back Office Analyst

Back Office Analyst, Senior

North - Remote

Let’s go North, together. 

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.

Please note: This position requires direct work experience in the credit card payment processing industry.

The Back Office Analyst, Senior will provide the highest level of multifaceted support to resolve product, technical, and service issues for a dedicated customer or group of customers.
This role will work with minimal guidance, providing world class service to North’s premium tier of agents and merchants, while demonstrating the highest levels of proactiveness, promptness, thoroughness, and accuracy to both customers and internal team members.

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 escalated inquiries from customers or upper management..

• Act as an SME between the Back Office Team and the Product Development Team on system enhancement requirements when required.

• 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 custom reporting for customers, partners, and executive leadership as needed.

• 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 prestige phone support, applying premium phone etiquette techniques to resolve customer inquiries and ensure service levels are met and exceeded.

What we need from you:

• High school diploma or GED with Associates degree or equivalent experience

• Minimum of 5 years customer service experience within the Payments Processing industry

• Strong MS Excel or Google Sheets knowledge and use

• Subject matter expert in analysis, investigation, and preparation of financial reports.

• Fast learner, this individual must be able to learn new concepts and acquire new skills as required by the team expansion demands.

• 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

• 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

What We Offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account

Hourly Pay Range: $19-$29

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Please note: North is a US-based company and no sponsorship is available for this position at this time.

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