Payment Solutions Analyst

About the role

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Job Summary

The Payment Solutions Analyst will engage with and manage through a high volume of inbound and outbound customer contacts to collect on more complex past due receivables by using established and documented processes in a timely manner while focusing on providing a positive customer experience.

Essential Responsibilities / Duties

• Pursue the collection of past due accounts assigned, by following standard collections policies and procedures and follow up as necessary with the customer or internal partners
• Investigate issues with delinquent accounts by partnering with internal teams to research customer claims to gain resolution and collect payment of invoices
• Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and provide a timely resolution
• Accountable and empowered to create a positive, empathetic internal and external customer experience with each interaction
• Resolve basic inquiries and stretch in role to resolve inquiries of moderate complexity
• Spot patterns of customer inquiries (root cause); act transactionally and think relationally; share insights with team/leader to close opportunity gaps
• Facilitate problem identification, research, and timely follow-up to an ultimate resolution
• Document customer interactions, key findings, progress, and insights in Salesforce
• Collaborate with internal individuals or teams, as necessary; Update management weekly on the status of the high dollar accounts
• Refer and/or escalate cases to the appropriate internal individuals or teams

Minimum Requirements

• Bachelor's degree plus at least 1 year of related experience; or equivalent combination of education and experience
• Problem-solving and investigative mindset while being curious and having a customer-centric focus
• Professional and customer centric slant on verbal and written communication skills
• Proven competence learning and using technology, (e.g., ERP, MS Office, Excel, Sales/collections tools, AI)
• Must maintain confidential information

Preferred Experience

• Prior customer service experience in any industry preferred
• Advanced technical skills (e.g., Excel, PBI, AI skills & workflows, SalesForce reports

Location

This role follows a hybrid work model, with regular in-office presence required at our Minneapolis office.

What We Offer

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

• The hourly pay range for this role is: $49,000.00 - $65,000.00. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.
• SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Commitment to our Employees

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.