Payment Processing Agent

Operations - Logistics



The Payment Processing Agent is responsible for the daily processing of online account transactions and related functions. The position includes verifying account history to ensure transaction will be accepted or rejected, identifying necessary information for the processing of outgoing, and incoming payments, contacting customers regarding order details or to request necessary account information, and communicate any exceptions to the appropriate team. This role processes/ signs off on all customer payments (incoming and outgoing) after verifying that the information is correct, handles all collections and Credit card charges, as well as acting as the link between Kitco, its customers and IRA companies. This position requires excellent attention to detail and the ability to communicate in a professional manner.



The responsibilities of this position include, but are not limited to the following:


  • Confirm online orders through ‘Orders by Product’ function in Navision
  • Creates task to Customer Service team to advise customer if order needs to be rejected as per Kitco policies and procedures
  • Ensure all orders have correct, pertinent, and up-to-date information and creates task to Customer Service team to contact customers if there are any discrepancies
  • Inserting detailed notes into the order database (Navision)
  • Respond to customer emails within 24 business hour time frame from date and time received
  • Creates task to Customer Service team to contact customers regarding pricing or feed errors that affect online order(s) placed
  • Manage the relationship with the IRA companies, making sure all issues are followed up
  • Process incoming IRA orders
  • Have a good knowledge of each IRA company’s procedures and be familiar with each IRA company’s forms and their purposes
  • Process cancellations in Navision
  • Charge customer credit cards for cancellation fees, unpaid balances and past due invoices
  • Contact Customers/Credit Card Companies and Collection Agencies for outstanding balances
  • Responsible for Collection - full cycle
  • Keep a proper audit control by filing all check stubs in numerical order.
  • Validate and issue payments to customers by preparing and sending checks or bank wires
  • Apply all Bank wires or incoming checks (Canadian) customers
  • Apply all E-Marketing incoming payments
  • Prepare deposit slips and post them in Navision.
  • Create CIBC to HSBC bank transfers
  • Process Questrade settlements
  • Process KAS account monthly billing, and apply payments
  • Process RCMPA account invoicing and apply payments (yearly)
  • Create Kitco Hong Kong invoicing – Monthly premium invoices/transportation invoices.
  • Handle any exception accordingly and communicate or escalate to the appropriate person/team
  • Answer all questions from internal & external customers as required
  • Escalate issues/ideas/suggestions/solutions to supervisor / manager as they arise
  • Work on projects or tasks as needed d or required – job requirements may fluctuate according to market movement



  • Extremely detail oriented
  • Bilingual
  • Excellent written and verbal communication skills as well as telephone skills
  • Excellent organizational skills and the ability to effectively prioritize work in a busy work environment
  • Understanding of business practices and solid math skills
  • Good initiative, reliable and positive, can do attitude
  • Ability to demonstrate sound judgment and effective problem solving abilities
  • Proven negotiation and analytical skills
  • Ability to work under pressure, adapt to change and to work in a, at times, fast-paced environment
  • Strong time management and interpersonal skills
  • Results oriented
  • Willing to learn
  • Team player


  • 2+ years experience in a similar role
  • Vocational Certificate or DEC;
  • Strong computer skills - Microsoft office and Outlook (SharePoint Knowledge a plus)


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