Payment Operations Specialist

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 Services & Client Onboarding

 • Serve as the primary point of contact for customers throughout the merchant application and onboarding process

 • Manage the end-to-end submission, follow-up, and troubleshooting of merchant applications with our payment facilitators

 • Liaise directly with underwriting teams to ensure timely approvals and help clients navigate any application complexities

 • Provide white-glove onboarding support, ensuring a smooth and professional experience for both customers and their clients

 • End-goal oriented, with the ability to accomplish tasks in the fewest steps possible – maximizing efficiency through single interactions

Client-Focused Rate Management & Payment Strategy

 • Analyze and manage payment processing rates across the merchant portfolio with a customer-first mindset

 • Proactively identify merchants with suboptimal rates and lead strategic rate adjustments to improve retention and portfolio health

 • Partner with Customer Success and Sales to handle sensitive rate conversations, striking the right balance between client satisfaction and company profitability

 • Act as an expert resource to educate customers on rate structures and payment optimization opportunities

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

Payment Operations & Support

 • Address and resolve incoming payment-related inquiries from customers with professionalism, clarity, and urgency

 • Act as the internal subject matter expert on payment processing, troubleshooting issues, and collaborating with technical teams and payment partners as needed

 • Monitor transaction trends to identify potential problems early and implement solutions before they impact clients

Audit, Compliance, and Portfolio Health

 • Conduct regular audits of merchant accounts to ensure accurate rate implementation and compliance with portfolio standards

 • Monitor and document previously negotiated rate agreements to ensure long-term profitability and client satisfaction

 • Review monthly revenue-share reports from payment facilitators, confirming accuracy and reconciling discrepancies

Cross-Functional Collaboration & Reporting

 • Collaborate with Sales, Customer Success, and Product teams to deliver a seamless payments experience across the client journey

 • Create clear, actionable dashboards and reports to track key payment performance indicators

 • Provide internal stakeholders with regular updates on client payment performance, onboarding status, and revenue insights

Qualifications

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

• 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

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

• Familiarity with integrated payment processing systems and underwriting processes

• Excellent problem solving skills and the ability to self-start

• Ability 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!