# Key responsibilitiesThe role holder will be responsible for: Supporting: - Learning about and becoming an SME (subject matter expert) in all elements of the various card payment acceptance channels within King's supported by Income Services, including the eStore- The maintaining and provision of support to the online payment pathways supported, troubleshooting and assisting the associated King's business area owners of each pathway- Providing an excellent frontline customer service to both internal and external customers, assisting with refunds and transactional enquiries as and when required to- Ensuring the smooth running of all the pathways and once up to speed, the role holder will become the first line conduit with the various third-party service providers involved- The role holder will be the initial issue solver and triage point of any incident and will assist with incident responses Process Improvements: - Constantly and proactively looking to drive process improvements and gain efficiencies, looking to automate existing manual processes, and behaviours where possible- Understanding payer and transactional data and look to improve successful payment acceptance rates (in turn reducing decline rates) and payer experience, making use of relevant analytics (e.g Google Analytics) where possible, to understand user journeys and potential pain points- Actively partake in change management where new offerings are utilised including communications and testing of any new online processes or integrations, supporting changes to pathways, as enhancements or new payment options, models arise and become available and/or as third-party suppliers change- Encouraging and professionally pushing third-party service providers to continue to deliver more and not simply stand still with their existing product offering(s)- Similarly raise tickets for issues with third-party service providers, log and monitor for resolution of and push for understanding of root cause of issue to ensure the same issue cannot happen again- Proactively investigate and research new payment initiatives that King's could look to utilise and make use of supplier related offerings e.g customer success reviews and payment acceptance scorecard Reporting & Reconciliations: - The creation of digestible reports and dashboards that use the available data from multiple sources that can assist in analysing our data, bringing to life performance and transactional trends and flagging areas of concerns; whilst exploring ways of better presenting the data through such tools as Power BI, thus giving colleagues the information needed to continually innovate and improve- Consideration of ways to improve fraudulent transaction rules and scanning to assist with reduction of potential fraud and chargebacks- Ensuring that the reconciliation of transactional entries is at the forefront of thinking to ensure that King's has the assurance that the correct monies are being taking and that the relevant reporting data, no matter what the reporting system, accurately reflects the facts, potentially by way of a 3 way match- Supporting and monitoring of the various daily transaction accounting files to ensure the correct loading into the King's finance system and dealing with any discrepancies flushed out as part of the main bank reconciliation process Training & Housekeeping: - Ensuring the mapping of existing payment acceptance channels, in what is an ever/constantly evolving payments environment, are maintained and kept up to date and remain fit for purpose- Maintaining of user segmented access groups for the various third-party reporting portals in use- User setup of reporting access for approved users to self-sufficiently run their own reports- Creating, editing and upkeep of relevant online payment acceptance user guides, process documentation and for the creation, maintaining and upkeep of webpages / SharePoint / Teams sites- Ensuring regular stakeholder engagement and communications around the provision of user training guides and knowledge articles, providing structured user training as required- Regular housekeeping of existing setups and all associated process parts to ensure everything advertised to customers and payers remains current and fit for purpose- Monitor the various online payment related email helpdesk accounts and deal with and respond to queries as they arise Compliance: - Ensuring any card data is handled in line with Payment Card Industry Data Security Standard (PCI DSS) procedures and become an additional "PCI DSS Champion", supporting Income Services in monitoring the application of these rules in other King's business areas through the nature of the role- Helping to support and implement compliance requirements including but not limited to Anti Money Laundering (AML), sanctions checking and due diligence, as King's looks to strive for best practice- Ensure personal data is handled in line with Data Protection Legislation / General Data Protection Regulation General: - Demonstrate strong communication, customer service and presentation skills and be able to deal with a wide range of staff no matter their seniority, and other key stakeholders- Keeping up to date with changes in the HE (Higher Education) sector, service discipline and university in general that may impact on the role - be proactive in staying up to date with best practice and trends- Play an active part in the Financial Services community and demonstrate a commitment to change, improvement and development both as an individual and in the provision of services to the university and outside stakeholders- This role will demonstrate the King's commitment to Equality, Diversity & Inclusion to empower everyone to participate and contribute fully to the university- The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post *The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.* # Skills, knowledge, and experience **Essential criteria** 1. Educated to degree level or equivalent professional experience2. Must have excellent written and oral communication skills and have the ability to communicate both confidently and professionally at all times3. Must have high levels of problem-solving skills and creative thinking to self-sufficiently and proactively identify future opportunities or foresee problems, taking the initiative to either mitigate, or develop and deliver end solutions4. Proven ability to understand and interpret transactional data and payer behaviour, plus have excellent research and analytical skills with the ability to analyse and look to enhance successful transaction conversion rates, with a meticulous eye for detail5. Strong organisational, preparation and time management skills, with the ability to prioritise and manage tight deadlines and to constructively challenge the status quo to seek alternative solutions to overcome barriers6. Must have the skills to be able to formally document processes/user guides with the use of process maps via various formats, Word, SharePoint, webpages, both high level and detailed to cater for a wide range of audiences7. Customer service excellence skills with a service first approach but with the confidence to professionally deal with delicate situations whilst enforcing and ensuring the proper financial & compliance controls & procedures are adhered to8. Must be numerate and be both happy and comfortable with understanding and working with numbers and data and have proven ability and knowledge of standard financial and accounting processes, reconciliations, risks and controls9. Highly efficient knowledge of key programmes in the Microsoft Office suite including Outlook, Word, PowerPoint, SharePoint, Teams and in particular, Excel10. Strong / demonstrable understanding of working in an ecommerce, financial, banking, or retail payments, payments related type role11. Experience of building reports and dashboards using Power BI or other data visualization tools together with experience of manipulating and/or importing large or complex datasets12. Must be a highly collaborative individual, a real team player who can bring people with them; who possesses excellent interpersonal skills, and who is quickly able to build effective working relationships, tailoring style to a broad range of individuals and stakeholders at all levels, both internal and external **Desirable criteria** 1. Relevant Professional qualification(s)2. Experience of working with Unit 4 ERP (formerly named Business World, and Agresso) or other corporate finance ERP (Enterprise Resource Planning) systems3. Knowledge and good understanding of PCI DSS (Payment Card Industry Data Security Standard), of anti-fraud related compliance regulations and legislation (e.g Money Laundering, Proceeds of Crime Act) and of Data Protection Legislation, General Data Protection Regulation4. Experience of having worked in or closely with the university HE (Higher Education) sector5. Experience of working with the Agile methodology approach of delivering projects
