Customer Experience Analyst

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
• Medical/Health/Dental Coverage
• 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 Cumberland Farm'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:

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

2. Support new business set up and changes with external vendors.

3. 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.

4. Oversee the reprocessing of sales not captured to maximize revenues.

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

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

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

8. 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.

9. 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.

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

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

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

13. 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

Soft Skills/Competencies:

• Excellent oral and written communication skills
• Strong Presentation Skills
• Ability to foster team work and build collaborative relationships
• Strong interpersonal skills
• Strong analytical and reporting skills
• Strong problem-solving skills
• Proficient in Microsoft Office Suite
• Comfortable in a fast-paced, changing environment
• Desire to learn unfamiliar systems/processes and find efficiencies in those areas

Travel: 0-5%

Hours & Conditions: Typically Monday – Friday, 8+ hour days in office setting

Physical Requirements: Minimal physical effort required; sitting / standing at computer for long periods of time. Ability to maneuver and lift up to 10 lbs.

Other: Consumer payments is a niche industry and the ideal candidate will have a desire and the capacity to learn the intricacies of the business and apply best practices to the Cumberland Farms US portfolio.

At Cumberland Farms, it’s important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.

Consistent with Massachusetts Pay Transparency Law, we’re sharing the base salary range for this position. Final pay within this range will be based on your skills, experience, and qualifications. Base pay represents just one part of our total rewards approach. We’re proud to offer a variety of financial and non-financial benefits that invest in your overall growth, well-being, and career journey.