Payment Operations Specialist

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

📋 Description

• Take ownership of merchant applications from initial draft to submission and active product utilization.

• Eliminate the current onboarding backlog.

• Assist customers in completing draft applications by regenerating links, providing follow-up, and addressing application field inquiries.

• Collaborate with Sales and Account Management to collect complete business, ownership, and banking details.

• Evaluate applications for completeness, accuracy, and basic KYC/KYB risk indicators.

• Act as the main contact between customers and the processing partner during the adoption phase.

• Follow up on underwriting requests, missing documents, and requests for additional information.

• Escalate stalled or high-risk applications and adoption processes to the VP of Payments, providing summaries and suggested next steps.

• Clarify fees and account status to both customers and internal teams.

• Address escalated payment inquiries related to funding timing, reversals, refunds, chargebacks, and merchant statements.

• Provide supporting documentation, such as invoices, for flagged transactions.

• Collaborate with the processing partner on account setup, funding, and transaction issues.

• Adhere to requirements for managing and safeguarding sensitive merchant information.

• Identify onboarding inefficiencies and assist in designing simpler, self-service, and automated processes alongside Product and Payments leadership.

• Create and maintain documentation, checklists, and playbooks.

• Educate Sales, Growth, and Support teams on payment fundamentals and application requirements.

• Extract payment data and generate weekly and monthly reports on the onboarding pipeline and key payment metrics.

• Develop and maintain documentation for the migration process and oversee the significant migration project scheduled for Q3 2027.

⛳️ Requirements

• A minimum of 2 years of experience in payments operations, preferably in merchant onboarding or underwriting at a processor, PayFac, ISO, bank, or software company with embedded payments.

• Proficient knowledge of card and ACH payments, including onboarding/KYC, funding, reversals, and chargebacks.

• Exceptional attention to detail and precision in record maintenance.

• Demonstrated persistence and follow-through.

• Ability to communicate clearly and professionally with customers, partners, and internal teams, including the ability to explain payment topics in simple terms.

• Strong organizational skills and capacity to manage numerous open items effectively.

• Self-motivated, inquisitive, and comfortable in a developing program where processes are still under construction.

• Familiarity with CRM or ticketing systems, as well as Excel or Google Sheets.

• Preferred: experience in merchant underwriting or risk review.

• Preferred: hands-on experience with payment processor or PayFac platforms.

• Preferred: experience in enhancing or automating onboarding or operations workflows.

• Preferred: background in vertical SaaS or healthcare-related software.

• Bachelor’s degree or equivalent experience (preferred).

• Capability to perform computer-based payment operations tasks using a computer and peripherals, with or without reasonable accommodation.

• Proficient use of phone, CRM, payment processor portals, spreadsheets, and email.

🏝️ Benefits

• Competitive salary and a comprehensive benefits package.

• Full coverage of medical insurance premiums for the employee (Medical, Dental, and Vision).

• 401K plan with competitive company matching.

• Personal time off, sick leave, and observed holidays.

• Company-provided laptop and other necessary computer equipment.