Payment Operations Specialist

Position Overview

We are seeking a detail-oriented and customer-focused Payment Operations Specialist to join our ePay team. This role is critical to delivering a seamless payment experience for General Contractors and their Subcontractors using GCPay’s ePayments platform. 

The ideal candidate brings experience in payment operations, money movement, banking, or financial services, along with a passion for process improvement and exceptional customer support. You’ll collaborate across teams, help onboard new customers, and play a key role in resolving payment-related issues with urgency and care. 

This is a cross-functional role in a fast-paced environment, with extensive growth. You will work at the center of our organization, partnering with teams across Support, Product Management, Sales, and external payment partners to ensure customer success. 

Responsibilities

• Lead onboarding efforts for customers adopting GCPay’s ePayments functionality  

• Conduct training sessions and walkthroughs for General Contractors and Subcontractors  

• Guide customers through compliance reviews and funding setup processes 

• Provide timely, empathetic support to customers via phone and email  

• Investigate payment discrepancies and operational issues  

• Coordinate with internal teams (e.g., Product, Engineering, Finance) and external partners (e.g., banks)  

• Own and manage escalated, time-sensitive cases through to resolution  

• Identify opportunities to improve workflows, efficiency, and customer experience  

• Support and contribute to process improvement initiatives across the ePay team  

• Create and maintain clear, high-quality process guides, training materials, and general knowledge resources for internal and external stakeholders  

• Can operate effectively without a detailed script  

• Are comfortable with ambiguity and change  

• Have strong attention to detail  

• Communicate clearly and honestly  

• Think creatively and solve problems proactively  

Minimum Qualifications 

• 3+ years of experience in payment operations, banking, fintech, or financial services  

• Strong understanding of payment rails (Ex. ACH, Wire, FedNow, RTP) and compliance considerations  

• Excellent problem-solving and analytical skills  

• Strong communication skills with a customer-first mindset  

• Experience working cross-functionally with internal and external stakeholders  

• Strong skills in analyzing and interpreting transaction data and spotting discrepancies  

• Ability to manage time effectively, prioritize across multiple workflows, and adapt to changing priorities