Recovery Specialist

  • Toronto, ON, Canada
  • Employees can work remotely
  • Full-time
  • Region: Americas
  • Department: Trust and Security

Company Description

Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.

Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.

Shopify is now permanently remote, and we’re working towards a future that is digital by design. That location you see above? Consider it merely an example of hundreds of potential locations across North America and Europe where Shopify is hiring. Learn more here: https://www.shopify.com/careers/work-anywhere

Job Description

REMOTE - AMERICAS - AMEA - FULL TIME

Shopify is the world’s fastest growing commerce platform. Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services on and offline. With 1,700,000+ merchants in more than 175 different countries, and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact markets.

The Shopify Recovery Team’s main objective is to focus on recovering and managing negative balances on products including Shopify Capital, Shopify Payments and Shopify Plus subscriptions. Our growing  team is made up of remote employees who are  experts in their field, and remain merchant focused while mitigating losses for Shopify. 

We are looking for someone who is customer service  oriented, highly engaged, self motivated, has strong communication skills and is driven by results. You’ll get the opportunity to work directly with many of Shopify’s amazing merchants! Your work will immediately reduce losses for Shopify, assist Shopify customers through financial hardship, and help Shopify stores flourish. 

 

Responsibilities: 

  • Recovering outstanding balances for Shopify through negotiation techniques with merchants in a professional and compliant manner  

  • Working with internal and external partners to coordinate and resolve issues

  • Conducting deep dives with Shopify customers regarding their sales cycle and cash flow in order to best assist them with their needs

  • Contacting businesses over the phone and email to negotiate repayment plan, settlement offers as well as answer different types of questions or concerns 

  • Work collaboratively with your team in order to address customers quickly as to provide a fast and helpful service 

  • Must comply with applicable, laws, regulations, policies and procedures

  • Being knowledgeable on all things Capital, Shopify Payments and Billing

  • Perform analysis for multiple products with the goal of maximizing profit while minimizing risk

Qualifications

Requirements for the role:

  • Experience with business to business collections and/or first party accounts receivables and/or collections within a banking environment

  • Experience with spreadsheets, case management systems, e-commerce platforms 

  • Experience with analyzing reports with the ability to take action and communicate the action to be taken from the reports

  • Merchant centric and while following Shopify values and Terms of Engagement

  • Experience interacting with external parties and/or merchants via email and phone

  • Strong communication skills and able to adapt to different scenarios and audiences

  • Ability to navigate tough conversations 

  • Comfortable working remotely with a geographically dispersed team 

  • Ability to produce high-quality work in a fast-paced environment

  • Intrinsically motivated and a quick learner

  • Able to demonstrate empathy while achieving results 

  • Resourceful and analytical problem solver 

Bonus experience

  • An in depth understanding of the products that Shopify offers including Shopify Capital, Shopify Payments and Plus subscriptions

  • Previous roles in banking, finance that deal with small and medium sized businesses

  • Previous experience with cold calling, email marketing 

Additional Information

To apply, please follow the steps with your application and cv. In addition to this, we’d like to get a sense for how you solve customer problems. Please read the following statement and give us your take on a solution by responding in the “notes to hiring manager” section of your application.

After unsuccessfully emailing a merchant for a week, what additional steps would you take to contact the merchant and how would you assist them with the outstanding balance?  When you reach the merchant, what questions would you ask to determine the best solution?

This posting will close on Monday September 6th at noon EST. 

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

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