Payment Operations Specialist - job 2 of 2

Opus1.io is looking for a Payment Operations Specialist to join our rock ‘n roll team.  Opus1.io is a trailblazing SaaS CRM startup tailored for music and performing arts schools and we’re on a mission to revolutionize the way music education businesses interact with their clients.  Our platform is designed to streamline operations, foster growth, and elevate the customer experience for performing arts education providers worldwide!  Having recently secured a $5M Series A, we’re poised for rapid expansion and are looking to enhance our team by onboarding a Payment Operations Specialist.  

As Payment Operations Specialist, you’ll play a pivotal role for both internal and external stakeholders.  Internally, you’ll analyze payment data and ensure Opus1 is able to maximize its potential net revenue.  Externally, you’ll facilitate the merchant onboarding process and be the subject matter expert for our customers and their customers!

Key Responsibilities

Merchant Applications Management:

• Process and oversee merchant applications for payment processing through our payment facilitators

• Act as the primary liaison between customers and underwriting organizations at our payment facilitators, ensuring smooth and timely approvals and facilitating more efficient Opus1 customer onboarding

Portfolio Rate Management and Profitability:

• Analyze and manage payment processing rates across the merchant portfolioIdentify merchants with sub-market rates and implement adjustments to align them with portfolio standards, enhancing profitability

• Conduct rate reviews for existing customers who raise concerns about their rates, making strategic adjustments to retain customers while protecting portfolio health in conjunction with our Customer Success team

• Analyze interchange fees and other payment platform costs to identify opportunities to reduce costs and optimize margins

Payment Support:

• Address and resolve payment-related inquiries and issues from customers with accuracy and efficiency, as the Opus1 subject matter expert

• Troubleshoot payment processing challenges and coordinate with internal teams and payment facilitators to ensure timely resolution

Audits and Compliance:

• Conduct regular audits of the merchant portfolio to identify accounts paying below standard rates

• Ensure previously negotiated rates are monitored and adjusted as needed to balance customer retention with portfolio profitability

• Maintain documentation of rate reviews, adjustments, and audit findings to support operational decision-making and compliance

• Review and audit monthly revenue-share reports from our processing partners to confirm accuracy and integrity

Collaboration and Communication:

•Serve as the main point of contact for payment-related matters between internal teams, customers, and payment facilitators

• Clearly communicate rate adjustments, application progress, and payment resolutions to all stakeholders

• Create insightful dashboards and reports to track payments-related KPI’s

Qualifications

• Bachelors Degree, preferably with a concentration in finance, accounting, economics, business, or related field

• Proficiency in Microsoft Excel, or equivalent app; SQL Database experience a plus

• Proven experience in payment operations, merchant services, financial services or similar role

• Strong understanding of payment systems, rate structures, and profitability analysis for both card payments and ACH payments

• Familiarity with integrated payment processing systems and underwriting processes

• Excellent problem solving skills and the ability to self-startAbility to manage multiple cases and workloads simultaneously

• Exceptional customer service and communication skills, with the ability to navigate conversations about rate adjustments effectively

This internally focused role is crucial for maintaining and increasing the profitability of our payments portfolio by balancing customer satisfaction with the company’s financial objectives and ensuring smooth payment operations. If this sounds exciting to you, we’d love to review your application!