Senior Customer Payments Analyst Job Westborough area,Massachusetts USA,Finance & Banking

Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!

Cumberland Farms is one of the fastest-growing convenience retailers in the United States, committed to becoming America’s #1 ‘one-stop’ destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners:
Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our US headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.

What We Offer

Competitive Wages
Work today, get paid tomorrow through our earned wage access program*
Paid Time Off
401K with Company Match
Team Member Discounts
Tuition Reimbursement
Employee Assistance Program
Health Savings Account
Company Spirit Days
Employee recognition and awards
And much more!

Position Summary

The Senior Customer Payments Analyst will be a key member of the Cumberland Farms Finance team responsible for all functions related customer payments and payment card processing across EG's US divisions for all lines of business including c-store/forecourt, car wash and quick serve restaurants. Partner with the Customer Payments Manager on escalated key issues, assist in training of new team members and be the first point of contact with external service providers for all operational and day to day activities and issues.

Assist in reporting and analysis for cost of acceptance and other key metrics.

Responsibilities

Must be able to execute, with confidence and accuracy, all tasks of the Customer Payments Analyst.

Support new business set up and changes with external vendors.

Lead the user acceptance testing, certification testing with Retail IT for upgrades or enhancements ensuring compliance with operating regulations while providing a seamless customer experience. Monitor transactional processing during software upgrades to identify issues and defects quickly. Partner with Retail IT, POA manufacturers and processors on defect resolution.

Oversee the reprocessing of sales not captured to maximize revenues.

Provide support to Customer Payment Analysts as needed in absence of Customer Payment Manger and/or Director.

Partner with Customer Payment Manager for training of new team members as needed.

Generate and maintain analytical reporting on payments volumes and cost of acceptance.

Oversee cardholder disputes and utilize fraud mitigation tools to minimize financial risk associated with chargebacks. Generate and maintain statistical reporting on losses from chargebacks and cost savings related to fraud management activities.

Provide support to customer service center staff on third party portals used to research transactions. Serve as escalation lead for customer service calls regarding payments issues from customers.

Partner with IT Escalations Team regarding payment issues reported by our retail locations or internally from the Customer Payments Team.

Partner with Retail Asset Protection Team regarding potential fraudulent payment activity and prepare ad-hoc reports as needed to support investigations.

Take the lead on process efficiency improvements and projects related to payments.

Must be able to perform the essential functions of this position with or without reasonable accommodation.

Working Relationships

Retail Operations, Retail Accounting, Retail IT, various SSC department teams as needed and external third‑party vendors.

Minimum Education

Bachelor’s degree (Business, Finance, Accounting) or equivalent combination of education, training and experience

Preferred Education

Bachelor’s degree in Accounting

Minimum Experience

5‑8 years in retail operations, accounting, banking or related field

Preferred Experience

3‑5 years customer payments experience

Licenses/Certifications

N/A

Excellent oral…