Associate Virtual Card Resolution Specialist

Build your career with purpose. Be a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Houston, TX.

Make your impact within a rapidly growing Fintech Company

In this role, you will be responsible for ensuring the smooth processing of payments and providing exceptional support to our customers.

Key Job Functions

• Investigate and resolve payment-related issues, such as failed transactions, duplicate payments, and discrepancies.
• Decrease and mitigate risk through evaluation of new services and processes, improving overall controls and visibility.
• Maintain written departmental procedures and documents as necessary to ensure effective and efficient operations.
• Evaluate and implement process change improvements, new products and services that will increase efficiency.
• Assist in the development and implementation of process improvements to enhance payment operations efficiency and effectiveness.
• Collaborate with internal teams, including Customer Support, Risk Management, and Engineering, to address payment-related inquiries and escalations.
• Perform other duties and projects as assigned.
• Complete daily reports and research.
• Provide exceptional customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner.
• Understand and comply with all provisions of the Safety in the Workplace policy.

We’d love to chat if you have:

• 1- 2 years of experience in payment operations, preferably in the financial technology or banking industry.
• 1-2 years of data analysis experience preferred
• Bachelor's degree in Finance, Business Administration, or a related field.
• Excellent problem-solving and analytical skills, with the ability to identify and resolve complex issues.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Ability to work independently and collaboratively in a fast-paced, remote work environment.
• Strong troubleshooting, analytical and critical thinking skills
• Ability to develop, document, and adhere to Standard Operating Procedures 
• Thrive in high pressure and fast paced environments while focusing on resolving escalated payment issues. 
• Experience with managing critical and high priority incidents
• Strong written and verbal communication skills plus a proven ability to communicate clearly and effectively with customers, partners, bank partners, and internal teams
• Ability to take initiative and be proactive in problem solving
• Tenacious in uncovering the root cause of any anomalous payment activity
• Detail oriented -- places a high value on accuracy, consistency, and completeness of work
• Has proven ability to learn and adapt to new processes and procedures in a technical organization
• Possesses excellent organizational and time management skills – must possess ability to prioritize and balance multiple tasks simultaneously

Preferred Skills:

• High level of attention to detail
• Team-oriented
• Proactive
• Strong, cross-functional communication skills
• Knowledge of Salesforce is a plus

Let’s talk about benefits

• 100% paid 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