Payment Operations Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Process, monitor, and reconcile daily transactions across various payment gateways and processors, including Recurly, credit cards, and ACH.

• Investigate and resolve issues related to declined, failed, and pending payments, including conducting soft vs. hard decline analysis and managing retry/dunning processes.

• Oversee recurring billing, subscription modifications, refunds, and credits in accordance with policy.

• Identify trends in approval rates and payment failures, and suggest enhancements.

• Act as the first point of escalation for billing and payment inquiries from Customer Care.

• Supervise automated chargeback and dispute processes, ensuring timely handling of cases according to processor and card-network deadlines.

• Submit evidence and adequately represent disputes, highlighting any gaps or failures in automated procedures.

• Report on chargeback and dispute activities, including volumes and outcomes.

• Review accounts for compliance and risk issues, such as fraud, chargebacks, and FCRA violations.

• Monitor chargeback ratios and collaborate with leadership on initiatives for loss prevention and fraud mitigation.

• Prepare daily, weekly, and monthly reports on approvals, declines, chargebacks, and revenue for leadership review.

• Generate ad hoc reports and perform reconciliation tasks.

• Oversee and configure billing and servicing platforms, including Recurly, gateway portals, and SharePoint.

• Work collaboratively across departments with Customer Care, Finance, and Engineering.

• Assist leadership with administrative responsibilities and ad hoc projects.

• Manage competing priorities and deliverables to fulfill customer and business requirements.

⛳️ Requirements

• A minimum of 3 years of experience in payment operations, billing, collections, or a related financial support area.

• Proficient understanding of payment gateways, credit card and ACH processing, chargebacks, and the dispute lifecycle.

• Experience in achieving monthly, quarterly, and annual objectives.

• Exceptional written and verbal communication abilities.

• Strong analytical and critical thinking skills.

• Proven proficiency in Microsoft Office 365 applications (e.g., Outlook, Excel, Word), with a preference for strong Excel capabilities.

• Detail-oriented, capable of working independently and within a dynamic team environment, adaptable to complex processes and comfortable engaging with both internal and external customers professionally.

• Experience in exercising independent judgment and discretion, particularly regarding refunds, disputes, and account risks.

• Outstanding organizational and follow-up skills, with the ability to respond to and implement changes effectively.

• Comfortable working with numbers, spreadsheets, and reconciliation; able to identify patterns and discrepancies in transaction data.

• Committed to continually enhancing product and process knowledge through self-help and training resources.

• A collaborative team player, eager to share knowledge and learn from others while tackling challenges.

• Preferred experience in payment operations/billing: 3 years.

• Preferred experience with chargebacks & disputes: 2 years.

• Preferred experience with payment gateway/ERP systems: 2 years.

🏝️ Benefits

• 401(k)

• 401(k) matching

• Medical/Dental/Vision/Life Insurance