Payments Specialist

What You’ll Do

Our mission is to empower customers with seamless payment solutions through personalized training,

proactive monitoring, and dedicated support. We ensure comprehensive understanding and usage of

our services, meet payment and revenue needs with certainty, guide customers to educational

resources, gather feedback to enhance product development, and provide unwavering support to

internal teams assisting our Payments customers. This integrated approach guarantees every customer

is equipped with the knowledge, tools, and support to thrive with our solutions.

Own the Customer Experience

• Advanced understanding of importance to customers of timely onboarding and activation of payments product to reduce disruption to main revenue source
• Accountable for communication and follow up with customers regarding successful deployment of equipment, practice trainings, and practice specific needs to be met
• Has a sense of urgency for keeping practices on track to fully activating the product
• Provides timely response to customer escalations and coordinating with internal teams for overlapping needs.
• Proactively engages escalated customers to find resolution or best path to resolution, and sees that interaction through to completion even if outside of core job functions

Collaborate & Lead

• Requires minimal support from Payments Operations Manager or Director for escalated scenarios
• Works proactively with internal teams and individual contributors to ensure quick and effective onboarding/activation
• Raises issues appropriately, while also offering possible solutions
• Team player in both good AND bad times, helping to fill in or assist with other team members as needed
• Helps answer questions, trains/ mentors junior team members, collaborates & offers feedback
• Coordinates with vendor partners for resolution of technical escalations that involved issues outside of DI's control

Demonstrate Technical & Product Expertise

• Advanced understanding of Payments ecosystem from underwriting/onboarding all the way through to transaction settlement/funding
• Advanced understanding of payment vendor partners and their portal systems and how to navigate those systems for achieving desired outcomes
• Familiar with all internal knowledge sources, SOPs, and general documentation.
• Advanced knowledge of DI products, internal teams and team leaders, and appropriate escalation channels for cross departmental needs
• Basic understanding of product/engineering processes and able to recognize the need for bug ticket creation and/or feature request or enhancement

Drive Operational Excellence

• Ability to operate with autonomy and navigate internal team structures as need for resolution of customer escalations.
• Active participation in daily stand ups, weekly learning sessions, and team building exercises
• Willing to take on non-standard projects and initiatives to help drive desired business outcomes.

What Will Make Us REALLY Love you

• Experience with DI Products: 3-5 years preferred
• Customer-Facing Experience: 2-3 years
• Payments or Risk Experience: 2-3 years in a similar environment
• Education: Bachelor’s degree or equivalent experience
• Soft Skills: Strong verbal/written communication, empathy, organization, and problem-solving
• Mindset: Service-oriented, proactive, collaborative, and detail-focused

What You'll Love About Us

• Flexible Time Off + 11 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location for most roles (in-office, work-from-home, or hybrid)