E-Payments Specialist

JOB SUMMARY

GOAL/OBJECTIVE OF POSITION

RESPONSIBILITIES

• Lead payment implementations through onboarding, configuration, testing, go-live readiness, and post-launch follow-up.
• Coordinate issue resolution across customers, vendors, and internal teams when ownership spans multiple parties.
• Document root cause, corrective action, and recommended prevention steps for recurring payment issues.
• Identify risks that may affect payment acceptance, customer experience, or implementation success and escalate as needed.
• Provide customer guidance on payment workflows, best practices, and operational readiness.
• Drive follow-up and hold third-party vendors accountable for issue resolution, status updates, and agreed next steps when external dependencies affect customer outcomes.
• Maintain detail-oriented communication in tickets, customer updates, and emails.
• Maintain ticket and queue management, including follow-up activities.
• Adherence to published best practices, policy, SLAs, and technical documentation.
• Assistance in creating internal and external documentation.
• Communicate with the E-Payments Business Unit Manager and other product owners regarding issue escalation, recurring trends, and support needs.
• Ability to coach customers on best practices/intended behaviors for implementation and continued use of Payment Products and software in the CATAPULT Suite.
• Tracking of metrics and residuals as defined by E-Payments Business Unit.
• Contribute ideas to improve E-Payments processes, customer outcomes, and operational efficiency.
• Collaborate with other members of the E-Payments Business Unit to support balanced workload coverage and customer needs.

QUALIFICATIONS

• Bachelor's degree in information technology, business, or a related field, or equivalent practical experience.
• Working knowledge of one or more of the following areas is preferred: point-of-sale systems, electronic payments, database management, or API integrations.
• Ability to explain technical payment concepts clearly to customers and non-technical stakeholders.
• Ability to learn, use, and troubleshoot retail software.
• Demonstrated root cause analysis and independent troubleshooting skills.
• Strong written, verbal, and interpersonal communication skills.
• Strong organizational skills and ability to self-manage time efficiently.
• Strong customer service skills, including professionalism, responsiveness, and the ability to build effective working relationships.
• Ability to coordinate with third-party vendors, maintain accountability, and drive timely resolution of externally caused issues.
• Ability to manage multiple priorities with flexibility to meet changing needs.
• Experience managing customer payment projects, including coordination across customers, vendors, and internal teams, is a plus.
• Experience with Jira, Microsoft Office, SQL, and Notepad++ is a plus.