Director, Payment Options

Director, Payment Options (Bilt Technologies, Inc., New York, NY) : Manage a team of 3-5 payment ops specialists to operate Bilt’s end-to-end rent, mortgage and merchant payment processing (5%); Design operating model for the team, which includes ensuring we have the right staffing model, processes / ownership of processes by the team, and tools to service processes (10%); Design how team will leverage ZenDesk to service Bilt customers, including what data is feed, what error tickets are needed, and how to service (10%); Own relationship with external partners that are responsible for our reconciliation tools (e.g., Transactis, Retool, Modern Treasury) and handle most significant / highest priority escalations for payments research (15%); Partner with engineering teams, customer experience teams, and external partners, including Wells Fargo, Transactis, and landlord partners, to decipher the root cause of payment errors (10%); Act as Payment Ops representative for all new product launches, ensuring Payment Ops team is considered in product design to ensure effective handling of any payment errors (10%); Directly work with LandLord Partners (e.g., Douglas Elliman, GoldOller, AvalonBay) for highest priority issues (5%); Serve as the point of contact for decoding Wells Fargo error responses, analyzing credit line percentages, and forming assignment strategies (10%); Design payment flows to optimize for landlord needs, efficiency, and automation (5%); Identify rent payment trends to internal departments and brainstorming efficiencies for rent payment error codes and return justifications (5%); Work with leadership / cross-team to automate and enhance payment processing (5%); Triage payment issues and provide necessary support to our customer experience team and customers (5%); and Analyze and examine metrics specific to our partners for the purpose of improving our systems and processes (5%). The following skills and experience are required in order to complete the above-mentioned tasks : Experience leveraging SQL to query data and using Excel to analyze that data; Experience using Microsoft suite (including Excel, Word, and PowerPoint) to create detailed schematics, reports and presentations for stakeholders, vendors and partners; Experience managing a small team (3-5 people), including training / onboarding, ongoing management, and people development; Experience designing payment flows; Experience with Vendor / Partner management; Experience with client services; Experience handling domestic payment methods (including ACH, RTP, Wire, and Card) and reconciliation processes (including returns and chargebacks); Experience analyzing large data sets (using SQL, Excel, and Looker) to identify root causes of problems and determine strategic solutions; Experience automating processes using tools such as Looker for data visualization and delivery; Experience working with engineers / designers in Figma to design proprietary tools and interfaces to reduce burdens on the team as the company scales; Experience handling Card payment chargebacks, fighting / defending disputes, and optimizing for the company’s cost / losses; and Experience handling multiple projects with tight deadlines. Requires a Bachelor’s degree in Finance, Business Management, Engineering or a closely-related field, and at least two years of experience as a Finance / Business Management Analyst or a related occupation. Nominal travel may be required to meet with vendors / partners (less than 2%). Salary : $139,922 - $275,000. Apply for the role directly on the Bilt Careers page (https : / / jobs.gem.com / bilt / 4509720004) via the "Dream Job Posting." Reference "Director, Payment Options Role" in your application. #LI-DNI