Senior Customer Payments Analyst

The Senior Customer Payments Analyst will be a key member of the Cumberland Farms Finance team, responsible for all functions related to customer payments and payment card processing across Cumberland Farms' US divisions for all lines of business including c-store/forecourt, car wash, and quick serve restaurants.

About the role

Partner with the Customer Payments Manager on escalated key issues, assist in training new team members, and serve as the first point of contact with external service providers for all operational and day-to-day activities and issues. Assist in reporting and analysis for cost of acceptance and other key metrics.

Responsibilities

• Execute all tasks of the Customer Payments Analyst with confidence and accuracy.
• Support new business setup and changes with external vendors.
• Lead user acceptance testing and certification testing with Retail IT for upgrades or enhancements, ensuring compliance with operating regulations while providing a seamless customer experience.
• Monitor transactional processing during software upgrades to identify issues and defects quickly.
• Partner with Retail IT, POA manufacturers, and processors on defect resolution.
• Oversee the reprocessing of sales not captured to maximize revenues.
• Provide support to Customer Payment Analysts as needed in the absence of the Customer Payment Manager and/or Director.
• Partner with the Customer Payment Manager for training new team members as needed.
• Generate and maintain analytical reporting on payments volumes and cost of acceptance.
• Oversee cardholder disputes and utilize fraud mitigation tools to minimize financial risk associated with chargebacks.
• Generate and maintain statistical reporting on losses from chargebacks and cost savings related to fraud management activities.
• Provide support to customer service center staff on third-party portals used to research transactions.
• Serve as escalation lead for customer service calls regarding payments issues from customers.
• Partner with the IT Escalations Team regarding payment issues reported by retail locations or internally from the Customer Payments Team.
• Partner with the Retail Asset Protection Team regarding potential fraudulent payment activity and prepare ad-hoc reports as needed to support investigations.
• Take the lead on process efficiency improvements and projects related to payments.
• Perform the essential functions of this position with or without reasonable accommodation.

Requirements

• Minimum Education: Bachelor’s degree (Business, Finance, Accounting) or equivalent combination of education, training, and experience.
• Preferred Education: Bachelor’s degree in Accounting.
• Minimum Experience: 5-8 years in retail operations, accounting, banking, or related field.
• Preferred Experience: 3-5 years of customer payments experience.

Skills

• Excellent oral and written communication skills.
• Strong presentation skills.
• Ability to foster teamwork and build collaborative relationships.
• Strong interpersonal skills.
• Strong analytical and reporting skills.
• Strong problem-solving skills.
• Proficient in Microsoft Office Suite.
• Comfortable in a fast-paced, changing environment.
• Desire to learn unfamiliar systems/processes and find efficiencies in those areas.

Working Conditions

• Typically Monday – Friday, 8+ hour days in an office setting.
• Minimal physical effort required; sitting/standing at a computer for long periods of time.
• Ability to maneuver and lift up to 10 lbs.
• Travel: 0-5%.

Benefits

• Competitive wages.
• Work today, get paid tomorrow through our earned wage access program.
• Paid Time Off.
• Medical/Health/Dental Coverage.
• 401K with Company Match.
• Team Member Discounts.
• Tuition Reimbursement.
• Employee Assistance Program.
• Health Savings Account.
• Company Spirit Days.
• Employee recognition and awards.

Pay

Consistent with Massachusetts Pay Transparency Law, the base salary range for this position is provided. Final pay within this range will be based on your skills, experience, and qualifications. Base pay represents just one part of our total rewards approach.