Ops Risk/Control Associate

Shape the future of operational excellence by joining our Global Quality Management team. Be at the heart of ensuring quality and risk controls that protect our business and clients. Unlock your potential to drive impactful change and collaborate with talented professionals. Make your mark by supporting robust processes and continuous improvement. Join us to advance your career and contribute to a culture of quality and integrity.

As an Ops Risk/Control Analyst within the Global Quality Management team, you will perform monitoring and control of Operations processes to ensure that quality standards are met as defined by the business. You will review the completed work of different units locally or domestically against certain policies and procedures. This role requires a deep understanding of the processes and the capability to identify process errors or procedure gaps and record these in a clear and concise manner. You will perform a variety of quality control checks in accordance with standard operating procedures and be responsible for mitigating risk by performing accurate quality validation of Call, Email, and Case interactions, including any required changes into the multiple systems used.

Job Responsibilities: 

• Audit daily work / incoming and outbound calls/emails/cases and Merchant inquiries processed of one or more functions within Merchant Services.
• Input clear and concise audit results in system of record.
• Liaise with Operations in clarifying gaps in the procedure or potential area in improving quality.
• Ensure complete and updated QA procedure and error codes are in place for the functions assigned.
• Perform calibration sessions / interactions with Operations as required.
• Perform accurate quality control validation of new merchant accounts including any required changes into the multiple systems used.
• Demonstrate knowledge of Navigator, Client Central, WebStats, PeopleSoft Salem, Customer Service Tool, and other tools.
• Communicate to quality partners and stakeholders via email and online meetings.
• Follow up on pending accounts for additional documentation/information.
• Perform various administrative tasks such as tracking daily stat.

Required qualifications, capabilities and skills:

• Communication & Interpersonal Skills: Excellent verbal and written communication abilities. Demonstrates professional, effective interpersonal communication and conflict resolution when interacting with others. Skilled in coaching and collaboration, performing well both independently and within a team setting.
• Analytical, Technical & Problem-Solving Abilities: Strong analytical, technical, and problem-solving skills. Demonstrates critical thinking, accuracy, and strong attention to detail. Conducts thorough research and approaches escalated problems logically to ensure appropriate outcomes.
• Organization, Prioritization & Adaptability: Capable of multi-tasking, prioritizing assignments, and managing challenging workloads. Effectively prioritizes work to maximize efficiency. Flexible and adaptable to changing priorities and environments.
• Technical Proficiency: Proficient in computer software systems such as Microsoft Office, including creating and managing spreadsheets and databases. Possesses specialized functional or technical knowledge, enabling independent thought and action on key department activities.
• Risk, Control & Process Improvement: Drives the risk and control agenda by proactively identifying, monitoring, and reporting on process improvement opportunities. Identifies and recommends process improvements, contributing to robust controls. Adheres to all applicable regulatory requirements and departmental practices and procedures.
• Decision-Making & Independent Judgment: Exercises sound decision-making and independent judgment beyond direct supervision. Self-motivated and able to perform well independently with minimal supervision.
• Business Operations & Strategy Execution: Supports business processes and operates effectively in specialized functions or roles. Serves as a senior-level specialist supporting business operations. Participates in the execution of strategies and implements tactics to achieve departmental goals.

Preferred qualifications, capabilities and skills:

• Strong knowledge of payment processing industry and related procedures and products.
• Preferred qualification includes college/university diploma/degree.
• People management experience
• Preferred experience with QA department or equivalent experience.
• Preferred experience minimum of  2 years Merchant Services – MS PSC, Back Office, AM, IM or people manager role. Certified on the majority of the Help Desk calls types: Statements, Billing, Risk, Collections, VeriFone, Ingenico, VAR, ROL, etc.
• Must be willing to work day-time schedules of varying start times

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.