Payment Operations Coordinator

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. 

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking a Payment Operations Coordinator to join our Payment Operations team in Toronto, Vancouver, or Calgary.

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint! The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.

Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements.

We are seeking a Payment Operations Coordinator, with a solid performance track record, to play a role in our scaling Payment Operations team. The candidate will have a critical role in delivering solutions enablement and a seamless customer experience.

• Directly support customers in fulfilling payments application requirements.

• Enable payments capability for approved customers so they can begin executing transactions.

• Execute the operational launch of new payments products and features for existing and new customers. 

• Serve as a touchpoint for internal customer support teams as a subject matter expert on payments related escalations. 

• Underwrite payments pricing for eligible customers in coordination with sales and account managers. 

• Monitor merchants and transactions for suspicious activity to safeguard against fraud. 

• Triage and contribute to resolving day to day customer issues such as business ID and bank account verifications 

• Directly support Clio customers who have questions or escalations concerning payments, with topics including:

  • Making and accepting payments

  • Payments safety and security

  • Topics related to onboarding to Clio payments

  • Interpreting and communicating the status of events in a customer’s account

• Collaborate with chargebacks and disputes team in identifying suspicious transactions and chargeback fraud. 

• Holding high performance standards including following standard operating procedures and upholding service level agreements. 

• Between 2-3 years experience in an Operational Capacity preferably within Financial Services. 

• A passion for customers and the ability to sometimes manage difficult conversations

• Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment

• Demonstrated strong interpersonal and communication skills, both written and oral

• Strong computer skills

• Payments, payments processor, neobanking, fintech experience 

• Understanding of each of the various card network, interchange and network fees

• Experience working in and with markets outside of North America in a payments or fintech capacity

• General knowledge of ACH and wire transactions

• Financial underwriting experience 

• Data analytics experience including SQL to make operational recommendations

• Experience using data to create operating models and dashboards in tools like Looker, Salesforce, Excel, Google Suite to name a few. 

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week. 

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.