**This position is based in Minneapolis, MN, and requires onsite presence 2-3 days per week**
The Senior Payment Solutions Analyst will lead and own the process for resolving inbound and outbound collections questions regarding past due balances and other issues for both internal and external customers. This role will focus on providing a positive customer experience; be the first escalation point for questions from the team to help resolve more complex issues and spot trends; serve as the primary liaison for other departments to facilitate the resolution of questions and issues.
Does this sound like you?
- You love to collaborate and are skilled in building relationships with both customers and internal partners
- You’ve been described as high-energy and have a strong sense of urgency, focus on execution, and relentless follow-through
- You have the grit and determination to turn difficult conversations with customers in to opportunities to strengthen relationships
- You are detail-oriented, ensuring accuracy and thoroughness in all aspects of your work to drive successful outcomes
Why SPS?
We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products. We have the world’s largest retail network, and we don’t just lead the industry, we are the industry.
At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.
Day to Day
The Payment Solutions Analyst provides support to SPS customers . This role involves both inbound and outbound contact, ensuring proactive efforts to minimize outstanding debts and retain customers. This will be achieved by executing the following responsibilities:
- Build strong customer relationships with enterprise and strategic accounts to ensure quick resolution of customer inquiries; facilitate problem identification, research, and timely follow-up to an ultimate resolution
- Make recommendations and collaborate with Sales, Finance, and CSE/CSM's to timely answer questions, resolve more complex issues, and provide guidance/training to customers and colleagues
- Utilize processes, tools, and resources to respond to enterprise and strategic customer inquiries, provide education, troubleshoot issues, provide additional resources when necessary, understand the Voice of the Customer, and provide timely resolution
- Create a positive, empathetic external and internal customer experience with each interaction
- Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps and design/recommend customer centric resolution of issues.
- Identify opportunities to leverage systems to improve business processes and functions
- Document customer interactions, key findings, progress, and insights in Salesforce
- Refer and/or elevate cases to the appropriate internal individuals or teams
Required Skills
- Bachelor’s degree plus at least 3 years of related experience; or equivalent combination of education and experience
- Problem-solving and investigative mindset while being curious and having a customer-centric focus
- Professional and customer centric slant on verbal and written communication skills
- Proven partnership skills team and internal partners to ensure strong processes for resolving problems
- Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)
- Reporting and analysis experience using multiple systems
Nice to haves
- Prior customer service experience in any industry preferred
- Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, payment platforms, finance/ERP systems)
SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.
EOE including disability/ veteran
