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Back Office Specialist

Fort Walton Beach, FL, USA Req #84
Monday, August 5, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond.  With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record.  We are all about growth and success for our partners and their customers.


Job Summary:

Provides customer satisfaction by resolving customer inquiries related to payment processing, and transaction issues while answering informational requests with various activities as related to Automated Clearing House (ACH) Network and/or Remote Deposit Capture transactions. Works with a team responsible of handling mission critical task and ensuring that customers adhere to processing agreements in accordance to National Automated Clearing House Association (NACHA) Rules and Regulations. The ideal candidate presents himself/herself in a professional manner, is an excellent communicator, can manage multiple tasks, is a quick learner and is proficient with Microsoft Office applications.



  • Researches, corrects and maintains transactions to successfully process consumer debits through the ACH Network and/or Remote Deposit Capture methods

  • Controlling and reporting daily balancing of central processing/ODFI bank accounts

  • Act as bank liaison to resolve outages and request supporting documentation to balance processing accounts

  • Request time sensitive proof of authorizations, originating from the ODFI

  • Complete merchant maintenance issues

  • Inputs essential data and documentation from received authorization documentation of the Electronic Funds Transaction (EFT) or equivalent to provide to Collections staff for returned consumer debit transactions

  • Places outbound calls, send faxes, and emails to contact our Merchants (Paya Services Customers) to request authorization documentation, electronic funds transaction receipt (EFT), or equivalent for ACH Network transactions when consumer debit transactions return.

  • Receives inbound calls to answer inquiries from merchants (Paya Services Customers) resulting from requests for authorization documentation of the EFT receipt or equivalent.

  • Reviews and requests merchant debit/consumer credit requests as applicable.

  • Catalogs and maintains the archive of facsimiles received through main Back Office box

  • Merchant (Paya Services Customers) maintenance for the purposes of successfully processing consumer debits or credits; merchant credit or debits; merchant fees; also, to include ISO payouts in relation to transactions processed through the ACH Network and or/Remote Deposit Capture.

  • Analyzes consumer and Merchant (Paya Services Customers) issues to identify problem areas and take appropriate corrective action. Requests approval from management when applicable.

  • Reviews, calculates, and requests refunds as manual ACH credits to ISOs, merchants, or consumers due to processing problems (i.e. duplication of charges, incorrect charges, or to salvage relations).

  • Makes outbound collection attempts on all returned merchant fees and debits transactions that were received from date received through 60 days.

  • Completes cancellations of merchants at the end of the month for returned fees and/or debits, and process standard incoming cancellation request.

  • Reviews individual merchant accounts to place or release funds in reserve as result of risk mitigation.

  • Prepares deposit report for all checks received in the Accounting and Finance Departments. Verify posting within eMagnus for internal cash controls.

  • Posts adjustments (cash entries) within eMagnus (proprietary software), for reconciliation purposes, duel verification required to ensure strong internal cash and risk controls.

  • Ensures compliance with internal documentation requirements by maintaining desktop procedures and/or checklists

  • Contributes to change initiatives, and seeks out opportunities to automate manual functions for efficiency 

  • Verifies addresses and resends letters returned to sender

  • Participates in task/project groups across department lines, as needed

  • Assist with check scanning application for all IRD returns

  • Assist with monitoring transaction activity for possible risk or compliance concerns

  • Protects company proprietary and confidential information.

  • Other duties as assigned.


Qualifications and Requirements:

  • Professional & courteous attitude

  • Excellent written and verbal communication skills

  • Knowledge of modern office procedures and methods including telephone and office systems, and record keeping

  • Excellent time management skills and ability to multi-task

  • Proficient in Microsoft Office including Outlook, word and Excel  

  • Ability to establish priorities, work independently, and proceed with objectives with minimal supervision

  • Ability to work extra hours, holidays, and weekends as requested by manager

  • Flexibility in accepting assignments and special projects

  • Team Player, personable nature, attention to detail


Education Requirements

  • High School diploma

  • 1-2 years related banking experience


Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Hourly
  • Fort Walton Beach, FL, USA