Payment Operations Analyst

Payment Operations Analyst

The primary responsibility of the Payment Operations Analyst is to manage calls, cases, and emails. This includes not only responding to emails, but keeping the inbox clean, flagging for the appropriate case responder and escalating as needed.

Essential Job Functions:

• Provide world class service to store associates by researching and resolving store requests for assistance (i.e. calls, emails, ServiceNow tickets) within 24 hours, giving clear and accurate advice, and escalating issues as necessary
• Triage incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization
• Maintain quality results by adhering to standards and guidelines; and improve future results by recommending improved procedures
• Identify customers' needs, clarify information, research every issue and provide solutions, alternatives or escalations
• Become familiar with all systems, reports and processes required to understand store sales/refunds and consumer payments workflows, answer store associate questions, and troubleshoot issues quickly and thoughtfully
• Complete internal and external team assignments by requesting, compiling, and delivering all requested documents or responses in a timely manner, working with internal and external teams as necessary to complete these tasks
• Assist with compiling and analyzing emails, service tickets, and phone call data
• Assist with other Treasury Operations tasks and projects as needed

Minimum Eligibility Requirements:

• Possess intermediate task management skills
• Ability to prioritize and work through end-user issues, providing continuous feedback related to resolution
• Sense of ownership, urgency, and diligence towards serving internal customers
• Strong interpersonal skills and the ability to interact with all levels of the company
• Strong written and verbal communication skills
• Ability to multi-task, prioritize workload and work in a fast-paced environment
• Detail oriented and highly organized
• Proficient in Microsoft Office Suite

In regards to meetings, if a meeting is placed on the calendar, the expectation is to attend. If you are for any reason unable to attend, that is expected to be communicated and the reason why.

Working Conditions (travel & environment):

• Limited travel required including air and car travel.
• This position is non-exempt, knowing it may include hours which exceed eight hours in a day or forty hours in a week

Physical/Sensory Requirements:

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Note:

Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards:

• Bonus opportunities at every level
• Career advancement opportunities
• Relocation opportunities across the country
• 401k with discretionary company match
• Employee Stock Purchase Plan
• Referral Bonus Program
• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

Equal Employment Opportunity:

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.