Back Office Advisor

Responsibilities

• Delivers customer satisfaction by addressing financial concerns, maintaining merchant profiles, and resolving transaction issues, while responding to informational inquiries related to Automated Clearing House (ACH) Network and Remote Deposit Capture transactions.
• Collaborates within a team responsible for ensuring customers comply with processing agreements in accordance with National Automated Clearing House Association (NACHA) Rules and Regulations.
• Researches, corrects, and maintains transactions to successfully process consumer debits through the ACH Network and/or Remote Deposit Capture.
• Completes merchant maintenance request, address change, points of contact additions, email updates, etc.
• Inputs essential data and documentation from received authorization documentation of the Electronic Funds Transaction (EFT) or equivalent to provide to Collections staff for returned consumer debit transactions.
• Communicates via phone and email to contact Merchants (Nuvei Services Customers) to request authorization documentation, electronic funds transaction receipt (EFT), or equivalent for ACH Network transactions when consumer debit transactions return.
• Analyzes consumer and Merchant (Nuvei Services Customers) issues to identify problem areas and take appropriate corrective action. Requests for approval from management when applicable.
• Reviews, calculates, and requests refunds as manual ACH credits to ISOs, merchants, or consumers due to processing problems (i.e. duplication of charges, incorrect charges, or to salvage relations).
• Makes outbound communication attempts on all returned merchant fees, debits or credit transactions that were received from the bank as rejected.
• Completes cancellations of merchants at the end of the month for returned fees and/or debits, and process standard incoming cancellation request.
• Posts adjustments (cash entries) within our operating system, for reconciliation purposes, dual verification required to ensure strong internal cash controls.
• Ensures compliance with internal documentation requirements by maintaining desktop procedures and/or checklists.
• Contributes to change initiatives and seeks out opportunities to automate manual functions for efficiency or ways to use AI to streamline processes.
• Participates in task/project groups across department lines, as needed.
• Protects company proprietary and confidential information.

Qualifications

• A High School diploma or equivalent experience.
• 1-2 years of related Finance or Banking experience.
• Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping.
• Ability to effectively communicate with peers and management to present ideas and concerns through verbal and non-verbal methods.
• Ability to remain attentive to details while working in a fast-paced, multi-task environment.
• Ability to establish priorities, work independently, and proceed with objectives with little supervision of self and staff members.
• Ability to effectively manage time to meet and exceed goals and expectations.
• Flexibility in accepting assignments and special projects.