Payment Processing Manager

Who We Are 

CityBase makes government and utility technology that modernizes and unifies the way people find, apply, and pay for services. The CityBase platform equally serves people who want to complete a task from their phones, those who are unbanked and must pay a bill in person, and the public servants who keep government and utilities running smoothly. More than 100 government agencies, utilities, cities, and counties use CityBase technology to provide hassle-free payments and digital services to their customers and staff. 

We are a remote-first company with our headquarters in downtown Chicago, but have team members across the United States and Canada. We value our collaborative, team-first culture which supports a healthy work-life balance.

About The Role

CityBase is seeking a Payment Processing Manager to support our clients and maintain the integrity of our payment processing service. This position is based out of our Chicago headquarters (hybrid).

This position reports to our Chief Operating Officer, and will work closely with internal and external stakeholders. Internally, this person will work closely with our Implementation, Product, Engineering, Support, and Finance teams. Externally, this person will work closely with our clients and banking and payment processing partners. 

The successful candidate will also have a genuine enthusiasm for entrepreneurship and be able to excel in a fast-paced, high energy environment. Excited about this opportunity? Read on. 

What You’ll Do

• Further develop and refine our payment processing operations through creation and implementation of processes, standards, and best practices that work efficiently and effectively minimize firefighting
• Collaborate cross-departmentally to build-out critical tools, automate routine work where possible, and address longer-term or recurring issues
• Be the internal subject matter expert for payment processing onboarding. Own, document, and maintain internal processes 
• Own payment issues from beginning to end, working with internal resources and external partners to troubleshoot and resolve issues in a systematic and timely fashion
• For select enterprise accounts, complete daily reconciliation for client payment processing activities 
• Facilitate recurring underwriting procedures for payment processing compliance such as reviewing transaction and chargeback volumes
• As needed, provide support to Payment Processing Specialist to onboard our clients with our payment processors 
• Maintain relationships with our payment processing vendors and obligations as a merchant services provider, including supporting annual audit requirements 
• Serve as the primary point of contact for all legal agreements with our clients and vendors that pertain to our payment processing arrangements
• Serve as the escalation point to our payment processing vendors for any merchant account onboarding issues or client payment funding issues
• Ensure funds from payments processed are deposited into client bank accounts
• Partner with Implementation team to ensure successful production payment tests 
• Support month-end financial reconciliation for the Finance organization to facilitate client invoicing

Who You Are

• 5+ years of payment processing experience
• Bachelor’s degree or similar work experience
• Must be proficient in Excel (Pivot tables, VLookup)
• Excellent written and verbal communication skills
• Exceptional collaborative and troubleshooting/deductive skills, including the ability to engage in operational incidents with emerging data to assess impact and drive collaborative resolution in a swift manner
• Strong analytical skills that lend to good reporting, understanding of problems, and resolution 

• Understanding of economic, legal, regulatory, and technical factors shaping payments services
• An affinity for systems thinking and continuous improvement

• Ability to retain ownership of an issue until resolved
• Highly organized, accountable, resourceful, and professional, with a positive attitude and collaborative spirit
• Unwavering commitment to providing a positive customer experience
• Genuine curiosity to investigate the root cause and track down a solution 
• Ability to operate in a fast-paced environment 

Helpful Experience

• Knowledge of SQL

Benefits

At CityBase, we’ve created an inviting environment that fosters a culture of collaboration and innovation. Some of the benefits our team members enjoy include:
 

• Competitive wages 
• Unlimited PTO
• Generous paid family leave 
• Fitness membership stipend 
• Medical, dental, vision, life, long-term and short-term disability insurance
• 401(k) plus match, to help plan for your future
• Pre-tax spending accounts, for your dependent and health care needs plus transportation
• Employee Assistance Program, for when you need some professional support in your personal life
• Company events (virtual & in-person) and volunteer opportunities