Contract: Payment Operations Specialist

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope:

• Assist with other duties as assigned
• Work closely with the customer support team and external vendors to find a timely resolution to customer’s problems
• Document processes and offer ideas for improvement as needed
• Troubleshoot customer’s needs using Zendesk
• Collect data from different reporting sources and summarize it
• Respond to customer escalations for payments related inquiries/issues in a timely and accurate way
• Issue credits or payments adjustments to customers with limited errors

Must Haves (Required Skills):

• Ability to manage work independently and rise to the occasion to help the team and cross-functional partners
• Ability to learn new things quickly
• Superb MS Suite, Google Suite, and Zendesk experience
• Deliver excellent customer service while upholding department’s service standards and policies
• Strong attention to detail
• Efficient with the ability to work under pressure and meet all SLAs
• Must be able to work Monday-Friday from 6 am- 3 pm PST, but flexibility in shift times may be required
• Payment operations experience working in cross-currency, ACH, wire transfer, and credit card space
• Demonstrate strong organizational, written, and verbal communication skills, and critical thinking
• English fluency is a must

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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