Page 26 - GS161102

Features
• Product is custom (customers could decide they
don't like the jacket or it was not as they envisioned) accomplishments achieved.
These three factors would make a merchant selling custom
jackets high risk from a bank's perspective, because the
likelihood of customer dissatisfaction is high, and that
means customers may initiate chargebacks. This high-
risk classification is shocking to merchants like this, who
consider their businesses to be honest and reliable. Once
that classification is received, merchants will have a hard
time finding processors that are willing to work with
them.
At BillPro, we consider these merchants to be managed-
risk merchants. We understand the financial risk, and
we put controls in place to manage it. By incorporating
custom account features for these types of merchants, we
can quickly and easily support them without any financial
risk, and they can focus on running high-quality, online
businesses.
For example, some of the controls placed on a managed-
risk merchant could be:
1. We authorize the transaction upon order
2. Merchant to provide mock-up of final design for
customer sign off
3. Payment captured when customer approves
design
4. Date of product shipment provided to customer
5. Integrated package tracking used for customer
receipt confirmation
By taking the time and effort to understand merchants'
businesses, we can easily manage their risk levels and
help keep honest retailers selling goods worldwide.
As CEO of BillPro, you keep a relatively flat business
structure within the business. What are the
advantages to that type of management structure?
We maintain a flat management structure to promote self
confidence in our staff and increase their speed of learning.
In the same way that we pride ourselves in transparent
communication with our customers, our management
structure is set up in a similar way.
As a growing business, we foster a culture of support
and camaraderie, ensuring that every staff member feels
important, heard and responsible for the overall success of
the company.
We also cultivate growth by upskilling our employees;
having a flat management structure allows our staff to
have more involvement and awareness of the business
from a companywide perspective, giving them the ability
26
to make decisions, develop key learnings and take pride in
When you want to add a new person to your team,
what qualities do you look for?
Choosing quality employees is one of the most important
skills a business owner can master. In order to accomplish
workplace harmony, personalities and work ethic levels
must be complementary to the overall environment of the
company. For me, confidence and a can-do attitude are
vital for any team member at BillPro.
I give less importance to experience; some of our best
employees came straight from university or had experience
in unrelated industries. Rather, I need to see that someone
has the ability to step outside of their comfort zone, be
comfortable working in a nimble environment, get their
hands dirty, be naturally curious and ask questions.
I also look for strong problem solving skills, as I feel
they go hand in hand with a resilient attitude. I want
to know that even when faced with obstacles that seem
insurmountable, they are willing to find a way around
or through them. The last quality I look for is genuine
enthusiasm and an interest or passion for the industry
– payments, e-commerce and/or fintech. Our world is
online, and I want to know that my employees have an
interest in what they are taking on.
What advice do you have for women new to the
industry who want to find a niche where they
can prosper and grow?
The most important piece of advice I'd give to women is
to forget the fact that you're a woman and just GO FOR
IT. There are enough barriers in the world already facing
young women on their journey to the top, so don't allow
the preconceptions of others (or your own) to get in your
way. Make goals and don't let anyone stand in your path,
especially not yourself.
For women who are new to the industry – I would advise
them to network, research and empower themselves with
knowledge. There are many great resources online, like
The Green Sheet (which I relied on as a young woman
entering this industry), and associations like Women in
Payments, that provide the kind of insights needed to
succeed in the industry.
Go to events and make conversation; don't be afraid to ask
questions. Ask someone you admire to be your mentor;
you'd be surprised that most would be happy to be a
mentor, but aren't often asked. I also think it's important
to learn the full "environment" that you want to work
in, not just your specific industry. The most successful
women (and men) I've met in processing are successful
because they understand every aspect of the value chain,
from marketing and consumer behavior, to social media