Payment Operations Specialist

Ripple offers innovative global payment solutions such as a digital asset based liquidity, revolutionizing how financial institutions and corporations manage their funds and payments worldwide. Ripple is creating a team of highly skilled Payment & Trading Operations Specialists to support Ripple's groundbreaking payment solutions with customers worldwide. The goal of this team is to drive cross-border payment and crypto trading success and offer a great customer experience worldwide. **WHAT YOU'LL DO**: - As a Payment & Trading Operations Specialist, you will be providing first-class service and support for our financial institution customers using Ripple's mission-critical software to make payments around the globe. In your role you will directly work with our customers and coordinate with Ripple's Product and Engineering teams to troubleshoot, replicate, and resolve issues to our customers satisfaction. - You will analyze and resolve challenging payment issues, and investigate and identify root causes at the product, data, and systems level all the while keeping key stakeholders informed and up to date on the situation. Drive payment success, ensuring a high rate of STP with mínimal manual intervention and investigation rates. - You will engage all levels of the Ripple organization as appropriate from Technical Services, Account Management, Product, Engineering, and our Leadership team, in order to own and drive customer issues to resolution in a timely manner. - You will play a lead role in providing production support and oversight arrangements for Ripple customers so that the risk of service interruption is reduced. These preventative activities will be instrumental in ensuring a smooth and reliable production experience for all users of Ripple technology. **Key Responsibilities**: - Enhance and adhere to a world-class set of operational procedures and policies for mission-critical production support, and continually review & improve on these on an on-going basis - Investigate and resolve payment investigation issues, exception reports, settlement break/fails and account reconciliations - Use tools and scripts to help analyze product, database, and network log files and narrow the cause of issues - Monitor systems and processes that keep our customers up to date and informed - Work with engineering & product to fix issues - Assist in QA and validation of releases against known customer environments and configurations - Voice of the customer : communicate customer's requirements & desires back to Product Development & Engineering to influence Product Functionality & Roadmap - You will be required to participate in out-of-hours customer production support from time to time **WHAT WE'RE LOOKING FOR**: - 3-5 years' experience implementing or supporting transaction processing systems supporting cash management, payments, or trade finance product in complex technical environment - A strong sense of ownership, and empathetic attitude that "the customers' problem is my problem" - Functional and technical knowledge of payments and funds trade execution and settlement systems, as well as wire transfers capabilities (domestic and international) - Experience with middle-back office payments operations and/or corporate treasury processes - Experience with industry messaging standards in Banking (ACH, SWIFT, SEPA, etc). - Understanding of FX and treasury management systems and bookkeeping/accounting in the payments industry - Excellent leadership and decision-making capabilities and able to be highly effective in demanding situations - Understanding of IT Infrastructure including APIs, Databases, Application & Web Servers and Networking - Strong collaboration skills to partner with internal Product and Engineering teams as well as external customers in an agile environment - Excellent Oral, Written & Customer Service skills - Proven Analytical and problem-solving skills **Preferred**: - Experience in Payment Operations Leadership - Experience with testing tools & technologies - Test Harnesses - Experience with Blockchain technologies and Digital Assets - Experience working with a Worldwide team - Experience with Zendesk, Jira, Confluence, and test/defect management tools and processes **WHO WE ARE**: Ripple is doing for value what the internet did for information: enabling its instant and seamless flow around the world. We call this the Internet of Value (IoV). Using blockchain and cryptocurrency technology, Ripple is dedicated to creating powerful gains in financial efficiency, equity and inclusion. In addition, Ripple is developing and enabling the future use cases that will catalyze the new digital economy for governments, businesses and consumers. Ripple has offices in San Francisco (HQ), New York, London, Mumbai, Singapore, São Paulo, Toronto, Reykjavík, Washington D.C. and Dubai. **WHAT WE OFFER - The resources and support to be your best at work and beyond**: Do Your Best Work - The opportunity