Cumberland Farms · 9 hours ago
Senior Customer Payments Analyst
Westborough, MA
Full-time
Onsite
Senior Level
5+ years expCumberland Farms is a leading convenience retailer that is part of the EG America family of brands. The Senior Customer Payments Analyst will be responsible for managing customer payments and payment card processing, collaborating with cross-functional teams, and providing analytical reporting on payment volumes and costs.
HospitalityRetailFood and BeverageE-Commerce
Responsibilities
Must be able to execute, with confidence and accuracy, all tasks of the Customer Payments Analyst
Support new business set up and changes with external vendors
Lead the user acceptance testing, 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 absence of Customer Payment Manger and/or Director
Partner with Customer Payment Manager for training of 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 IT Escalations Team regarding payment issues reported by our retail locations or internally from the Customer Payments Team
Partner with 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
Must be able to perform the essential functions of this position with or without reasonable accommodation
Qualification
Required
Bachelor's degree (Business, Finance, Accounting) or equivalent combination of education, training and experience
5-8 years in retail operations, accounting, banking or related field
Excellent oral and written communication skills
Strong Presentation Skills
Ability to foster team work 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
Preferred
Bachelor's degree in Accounting
3-5 years customer payments experience
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
And much more!
Company
Cumberland Farms
Cumberland Farms, Inc. operates as a convenience store/petroleum marketer. It also purchases, sells, leases.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Joseph Petrowski
CEO
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