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Senior Director, Merchant Support, Canada
Position Overview
In this role you will act as the primary analyst of payout exceptions, the daily returns and rejects occurring from multiple daily processes. Collaborating primarily with the accounting and finance teams (and also engineering, IT, sales, account management etc.) across the business you will analyze, and problem solve a variety of reports and data whilst developing and ultimately utilizing your expertise on the Payroc Canada products, systems, and processes. This will involve reviewing and monitoring multiple debit and credit files daily, looking for discrepancies and out-of-balances, and being in contact with clients until fund movement discrepancies have been resolved. The role will also have you working alongside the Payroc Canada Merchant Support team to be a front-end contact for our clients to resolve their queries and perform other day to day tasks required to support the Canadian business operations.

Duties and Responsibilities

• Review, analyze, record and investigate daily payout exceptions, across multiple daily processes
• Maintain daily records in spreadsheets of payout exceptions
• Resolve basic as well as complex client queries with high degree of accuracy by conducting thorough research and analyzing available data
• Collaborate with other internal teams such as technical support, risk, business development, for cascading and or escalations of clients’ concerns
• Learn and maintain in-depth knowledge of Payroc Products and various Systems
• Contribute to process documentation and enhancement by identifying sources of client issues, recognizing trends and implementing solutions
• Perform any tasks associated with managing day to day business operations, including onboarding new clients in a timely manner with best-in-class accuracy
• Be a highly independent member of the team (ability to tackle any issue) who the Senior Director can depend on to get things done and guide others on the team

Qualifications

• Proficient in Microsoft Excel
• Post-secondary education in Accounting/Business; Bachelor’s degree preferred
• 4+ years of experience in Accounting/Mathematical/Quantitative problem-solving roles
• Experience in the Payments industry is highly preferred
• Detail-oriented & resourceful, with good analytical and problem-solving skills
• Ability to learn Payroc products, systems and processes rapidly as well as the world of payments
• Thrive in a dynamic and demanding environment
• Tenacious, curious, high energy, self-motivated, team player
• Ability to work independently
• French speaker, preferred

Working Conditions

• Extensive desk-based work involves prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations.
• Must be able to lift up to 25 pounds if needed.

Travel Component

• <10%

Job Classification

• Exempt

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national, social, or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by the laws and regulations in the locations where we operate.
Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Human Resources Department at HR@payroc.com

• Review, analyze, record and investigate daily payout exceptions, across multiple daily processes
• Maintain daily records in spreadsheets of payout exceptions
• Resolve basic as well as complex client queries with high degree of accuracy by conducting thorough research and analyzing available data
• Collaborate with other internal teams such as technical support, risk, business development, for cascading and or escalations of clients’ concerns
• Learn and maintain in-depth knowledge of Payroc Products and various Systems
• Contribute to process documentation and enhancement by identifying sources of client issues, recognizing trends and implementing solutions
• Perform any tasks associated with managing day to day business operations, including onboarding new clients in a timely manner with best-in-class accuracy
• Be a highly independent member of the team (ability to tackle any issue) who the Senior Director can depend on to get things done and guide others on the tea