Senior Payment Solutions Analyst - Military veterans preferred

Senior Payment Solutions Analyst

US-MN-Minneapolis

Job ID: 2025-9541
Type: Regular
# of Openings: 1
Category: Operations
SPS Commerce, Inc

Overview

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain! 

Position Summary: 

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.

Key Responsibilities: 

• Uphold the current Accounts Receivable processes while maintaining customer relationships and ensuring quick resolution of internal and external customer inquiries for escalated and/or more complex accounts
• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a single-touch resolution
• Create a positive, empathetic internal and external customer experience with each interaction
• Facilitate problem identification, research, and timely follow-up to an ultimate resolution
• Host escalation time with team members to answer questions and resolve more complex issues, and provide guidance/training
• Set and monitor Slack Channel queue
• Spot patterns of customer inquiries (root cause); act transactionally and think relationally; share insights with team/leader to close opportunity gaps and partner with other internal teams to design or recommend customer centric resolution of issues
• Identify opportunities to leverage systems to better support business processes and functions
• Document customer interactions, key findings, progress, and insights in Salesforce and/or VersaPay
• Lead the weekly discussion and follow-up on the high dollar accounts with past due balances
• Refer and/or escalate cases to the appropriate internal individuals or teams

Location: 

In this hybrid role, you will be required to work onsite from our Minneapolis office two days per week.    

Required Qualifications: 

• 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)

Preferred Qualifications: 

• Prior customer service experience in any industry preferred
• Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)

What We Offer: 

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.  

The annual salary range for this role is: $62,100 - $93,100. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

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. 

Commitment to our Employees: 

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. 

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

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