Senior Global ePayments Analyst

DEPARTMENT: Shared Services

JOB LEVEL: P2

LOCATION: Chennai India

Shift Timing: 6 PM 3 AM

Main purpose of the role/Position Summary:

Process ePayment requests such as taking customer credit card payments over the phone and via virtual/Pcard payments. Assist customers with ePayments requests that involve resolving their payment issue/error disputes and validating what their payment is associated with. Handle credit card chargebacks directly with the payment processors and customers by providing detailed documentation to support the purchase. Resolve incoming customer queries related to credit card direct debit PayPal and other ePayment methods. Inquiries can cover transactions associated with autorenewals one time charges. Review and process credit card refunds through Trimbles various systems. Handson experience with ePayments merchants like Cybersource Global Payments PayPal American Express Cielo Stripe Fiserv etc. Create backup and be backup for the entire team in order to improve support and customer satisfaction. Review Trimbles current systems and reporting handle daily/monthly reporting work directly with customers to resolve any payment processing issues problems or disputes and manage/monitor chargebacks. This position will also assist in expanding Trimbles ePayment options for our customers based on region which includes extensive knowledge of ePayments across the world.

Job Responsibilities:

• Ensure payment systems are operating smoothly and efficiently by working with internal teams and external providers.

• Handle daily payment reports such as fallout and exception and have the issue resolved or addressed in a timely manner.

• Assist with quarter/month/year ePayments reporting.

• Monitor fraud data and work closely with various departments to get these transactions resolved.

• Assist and collaborate on projects and appropriate teams to help Trimble grow our ePayments.

• Handle chargeback inquiries that cover all ERPs and eCommerce platforms for both domestic & international transactions; and monitor trends

• Monitor and review corporate credit card helpdesk requests and assist with managing accounts and/or issues.

• Manage merchant eCheck/ACH Direct Debit bank transfers and boleto ePayment accounts.

• Facilitate the Cardholder policy and make sure it is reviewed and training has been completed by all appropriate employees.

• Utilize all tools to make certain the accuracy of the payments process and resolve any errors that have occurred.

• Help Trimble expand ePayment options provided for our customers.

• Maintain or exceed established standards for customer service and resolve minor issues with little supervision; escalate complex issues as necessary.

• Work effectively with peers (order administration sales controllers credit & collections) and leadership by communicating trends suggest any appropriate improvements and information in a constructive and positive manner.

• Making sure Trimble continues to be Payment Card Industry (PCI) compliant by validating system and user processes.

• Assist the general ledger department will monthly/quarterly/year end close on resolving outstanding transactions.

• Resolve incoming customer queries related to credit card direct debit PayPal and other ePayment methods.

• Monitor and clear Brazilian Boleto fallout payments.

• Serve as liaison to Trimble banks merchant services internal and external customers.

• Review and process credit card refunds as per the defined policy and procedure.

• Process credit card payments on behalf of Trimbles customers via telephone.

• Assist guiding customers (internal & external) on how to process payments via online.

• Manage processing eCheck/ACH payments on an as needed basis for the US region.

• Upload and maintain direct debit files in the bank portal for payment processing; ensure to maintain any fallout from this file load.

• Reviewing and work eCheck/ACH fallout report on a daily basis

• Respond to internal and external (SOX) audit requests

Qualifications & Experience:

• Graduated/Degree Required preferably accounting background

• Certification in ePayments credit card chargeback or fraud handling will be an advantage

• Certification in MIS reporting advanced excel DoMo PowerBI SQL etc. will be an advantage

• Excellent interpersonal and communication skills

• 24 years of experience

• Must be flexible to work in shifts (US/AME EST hours

Specific Skills Required:

• Extensive knowledge and understanding about the ePayments industry.

• Strong understanding of ePayments such as credit/debit card PayPal SEPA direct debit and boleto across the global.

• Technical skills: top tier ERP systems such as Oracle (R12 Salesforce eCom Billing Platform (Aria Systems) payment processor or payment gateway such as CyberSource Global Payments American Express PayPal Stripe SEPA Direct Debit Fiserv etc.

• Experience with creating and managing merchant accounts.

• Good understanding on Chargeback standards and other ePayments methods.

• Be able to multitask and work in a collaborative team environment.

• Able to research in depth on various inquiries.

• Processoriented with high attention to detail.

• Strong knowledge of computer MicoSoft office (Excel PPT Word) and Google (gmail calendar docs sheets form etc..

• Excellent written skills.

• Ability to effectively communicate with employees at all levels and external business contacts while conveying a positive serviceoriented attitude.

• Problem solving and analytical skills

Relationships required to build within this role:

INTERNAL:

• Credit & collections

• Customer claims

• Customer master

• Order administration

• Global horizontal team

• Treasury and finance

• Internal audit

• Information systems (IS)

• Product managers

• Business division and sector controllers/accounting

• Dealer channel sales / customer managers

• Sales managers & support

• General managers

EXTERNAL:

• Customers/Resellers/Dealers

• ePayment vendors

• Consultants

• Banks

• External Audit

General abilities and skills expected to be learned and mastered in this role:

• Basic understanding of the generally accepted accounting standards (GAAP)

General understanding of:

• ePayments processing (credit/debit card PayPal American Express Boleto etc..

• ePayment chargebacks.

• eCheck/ACH processing.

• Boleto payments workflow (Brazilian rules and regulations)

• Direct Debit endtoend process

• Accounts Receivables to bank reconciliations

• Accounts Receivables to general ledger reconciliations

• Monthend activities

• Payment Card Industry (PCI) standards and requirements

• SOX (SarbanesOxley Act) standards & requirements from ePayments perspective.

• Selfauditing activities

• Build long term customer relationship with customers