Senior Payment Operations Specialist - Servicing & Collections

About This Role

The Senior Payment Operations Specialist will manage and collect on delinquent customer accounts across Rippling's financial products, playing a critical role in minimizing financial risk while maintaining customer relationships. This role involves building collection processes from the ground up and collaborating with various internal teams.

Responsibilities

• Adhere to all Servicing Standard Operating Procedures (SOPs) and company policies, ensuring timely completion of tasks for delinquent customers, while complying with relevant industry regulations and best practices.
• Collect on a portfolio of delinquent customers, initiating contact through various channels to secure payment.
• Investigate delinquencies by collaborating with internal teams like Engineering, Risk, Account Management, and Sales.
• Negotiate payment arrangements for outstanding balances in a timely and professional manner.
• Serve as a “brand” ambassador for collections internally and externally, providing subject matter expertise to internal teams and guidance to customers.
• Actively participate in, and contribute to, evolving collection strategies and internal processes to improve recovery rates and streamline work streams.
• Partner with Customer Experience, Sales, and Risk teams to manage customer delinquency and facilitate repayment.

Requirements

• 2+ years experience in customer-facing operations, payment operations, B2B collections, accounts receivable, or similar financial servicing
• Demonstrated ability to negotiate effectively and handle difficult conversations with professionalism and empathy
• Excellent communication and interpersonal skills
• Strong self-starter mentality with strong organizational skills
• Passion for problem-solving and improving processes in a fast-paced, entrepreneurial work environment
• Demonstrated capacity for in-depth investigations and problem-solving, particularly with ambiguous starting points
• Ability to create rudimentary SQL queries

Qualifications

• Minimum 2+ years of experience in a customer facing operations role, payment operations, B2B collections, accounts receivable, or a similar financial servicing and/or payment operations role.

Nice to Have

• Experience with CRM software (like Salesforce)
• Experience with queue management
• Experience with SQL and billing systems

Skills

* Required skills

Benefits