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Role Description

As part of BILL's Virtual Card Operations and Delivery team, this position is responsible for helping us identify, implement, and recommend virtual card enhancement opportunities regarding people, process, technology, and product.

• Leverage all available resources to successfully deliver virtual card payments.
• Research vendors’ available payment options and deliver previously unsuccessful payments.
• Recommend improvements to future payment delivery, efficiency, and success rates through operational changes.
• Review, analyze, and resolve complex payment processing issues.
• Identify and track patterns or potential systemic team issues in payment processing.
• Recommend and assist with implementing process improvements for daily payment operations.
• Act as a Subject Matter Expert on Virtual Card payment methods.
• Provide coaching, mentorship, and constructive feedback to team members.
• Collaborate with internal cross-functional teams to enhance team processes and procedures.
• Identify and document best delivery practices at the vendor level.
• Focus on increasing revenue by identifying and communicating opportunities to improve success rates.
• Continuously innovate for process improvements.
• Update the instructions database and recommend changes to existing workflows.

Qualifications

• 3+ years of experience with payment processing.
• Bachelor’s Degree or equivalent combination of four years of education, training, or work-related experience.
• Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal, and phone.
• Prior experience with coaching team members around soft skills, policies, processes, and workflows.
• Excellent oral and written communication skills.
• Experience with G-Suite platform is preferred.

Requirements

• Ability to juggle multiple high-priority tasks, holding yourself accountable for ownership and deadlines.
• Passionate about research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue.
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP).
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.