We’re growing! Don't miss the opportunity to be part of our global team as our Payments Monitor Analyst
About us:
At iVisa we believe that traveling should be simple. That’s why over 1.2 million travelers have chosen us to facilitate their photos, passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 100% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!
Why iVisa?
- Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
- Work from anywhere: We embrace a remote-first approach, yet we offer the opportunity for periodic in-person gatherings.
- Mental wellness sessions: Our sessions are led by certified psychologists to support your mental health.
- Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
- Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
- Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
- Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
- Rest and Relaxation: We offer PTO for all employees and Unlimited PTO for managers and above.
As a Payments Monitor Analyst , you’ll be responsible for:
- Monitor payments agents disputes, cases, investigations and rate the level of quality according to the goals established by the team.
- Provide feedback and coaching to improve the experience given to our users.
- Develop on boarding plans and assist in new team members training on products, on buisiness protocols and good practices
- Elaborate and monitor a dashboard that allows us to track the team performance on a bi-weekly basis
- Support in quality and customer experience analysis, and development of improvement plans.
- Lead development activities/projects and processes improvement sessions for the team.
- Analyze team metrics and provide weekly team performance reports (QA)
- Propose new methods and approaches for improving our performance in the area (Refunds, chargebacks and fraud prevention)
-Lead the team monthly meeting (updates on protocols, important notifications, etc)
-Identify patterns and trends of common processing errors.
What will make us choose you?
- Responsible, organized, dynamic and detail-oriented person. With high analytical skills.
- Good at finding improvement opportunities.
- Advanced Excel, with the ability to create reports and dashboards .
- Knowledge and experience using data tools- Organized, self-driven
- Attention to detail, precision and proactivity.
- Excellent communication skills, both written and verbal.
- Experience providing feedback on agent's performance and following up on improvement oportunities
- Desired Advanced level of Excel , Google drive, Google looker studio and forms
- Fluent in English and Spanish
iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.