Togetherwork is a family of entrepreneurial businesses providing online dashboard solutions (SaaS) to groups and organizations for management, administration, and payments. Its purpose is to help these businesses grow, become more efficient, increase revenue, and provide excellent service to their members and constituents.

Togetherwork’s business lines provide software and payment solutions to a range of groups, including associations, fraternal organizations, museums, nature centers, pet services, universities, and zoos.

We are looking for a Payments Analyst who will manage internal and external customer relationships by supporting Togetherwork’s integrated payment solutions, processes and service offerings.

Responsibilities

Customer Service – 70% of time 

  • Manage business unit onboarding to payment platforms 
  • Facilitate the fielding of general customer inquiries 
  • Create issue resolution scripts for team members to follow 
  • Research issues and questions using available information resources 
  • Identify possible solutions to issues and questions before escalating to higher-level support 
  • Follow up with customers, provide feedback and see problems through to resolution 
  • Ensure proper recording, documentation and closure of all inquiries received 
  • Isolate problem trends and ensure that trouble-shooting efforts are completed for recurring problems until permanent solutions are found 
  • Drive and challenge business units on their assumptions of how they will successfully execute their plans 
  • Facilitate the communication of outages, events, and errors to customers 

Product Management – 20% of time 

  • Design, develop and maintain documentation of assigned company products 
  • Identify and suggest patterns within existing processes to introduce and increase efficiencies throughout 
  • Assist with defining metrics to ensure continuous process improvements 
  • Manage and route incoming tickets for development 
  • Critically evaluate information gathered from multiple sources, reconcile conflicts and distinguish user requests from the underlying true needs 
  • Proactively communicate and collaborate with external and internal customers to analyze information needs to deliver: functional requirements, use cases, GUI screen and interface designs 
  • Act as a liaison between business units and technology teams 

Quality Assurance – 10% of time 

  • Through testing and other means, ensure final product development work correctly meets initial business requirements 
  • Assist in defining, developing and implementing quality assurance practices and procedures, end-user test plans and other QA assessments 
  • Manage specific application QA and help desk activities including the tracking of bug reports and change requests to ensure timely resolution 
  • Analyze discrepancies in service or performance and make recommendations for updates 

Ongoing Duties 

  • Meet or exceed annual goals 
  • Comply with all company, divisional and departmental policies and procedures 
  • Manage time sensitive tasks on a daily basis 
  • Represent the company to clients and the public 
  • Work within established budgets 
  • Work flexible hours, including evenings and weekends 
  • Occasional travel to clients 
  • Protect confidential information 
  • Contribute to divisional goals and objectives 
  • Other duties as required 

Required 

  • Bachelor's degree in a business or technology related field 
  • 1+ year experience with payments processing 
  • Previous customer service experience (at least 1 year)
  • A high degree of attention to detail 
  • Excellent written and oral communication skills 
  • Ability to manage customer expectations effectively 
  • Excellent organizational skills and the ability to multitask 
  • Ability to work under pressure 
  • Ability to develop relationships with client personnel to foster ties and increase client satisfaction 
  • Ability to concentrate for extended periods (several hours) with interruptions 
  • An unquestionable work ethic and the ability to accomplish established goals 
  • Strong analytical and problem-solving skills 
  • Ability to analyze and interpret customer business needs and process management systems 
  • A self-starter with the ability to work in a team capacity and independently 
  • Strong mathematical aptitude, conscientious and detail-oriented behavior 
  • Understanding of database concepts and web-based paradigms 
  • Ability to identify critical issues with ease 
  • Capable of effectively prioritizing and managing multiple ongoing projects 
  • Proficient with Windows, Microsoft Office and Adobe Acrobat 

Preferred 

  • Experience with JIRA/Confluence products 
  • Experience with SQL, PHP, Ruby, HTML, XML 
  • Experience with Agile/Scrum SDLC model 
  • Project management skills 

The Company offers a comprehensive employee benefits program, including:

  • Medical, dental, and vision insurance options 
  • 100% Employer paid short/long term disability
  • Basic Life 
  • 401(k) option with 100% company match 
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually 
  • 9 company paid holidays
  • 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

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