Overview
This role serves as a Senior Payments Specialist, providing subject-matter expertise in Merchant Services. The position manages complex reconciliations, resolves escalated disputes, and oversees ACH, Check 21, and settlement adjustment processes. Work requires independent judgment to address high-impact issues, optimize workflows, and ensure compliance with banking regulations and organizational policies.
In addition to individual contributor responsibilities, this role acts as an informal team leader—mentoring colleagues, supporting cross-functional initiatives, and contributing to process improvements that enhance operational efficiency and client satisfaction.
Responsibilities
- Perform complex account reconciliations and lead resolution of high-priority discrepancies.
- Handle escalated chargeback disputes, reversals, and adjustment requests with minimal supervision.
- Provide expertise in ACH and Check 21 return processes, ensuring compliance with regulatory requirements.
- Identify trends in failed payments and settlement distributions; recommend and implement solutions to reduce reoccurrence.
- Collaborate with clients, banking partners, and internal stakeholders to resolve critical or sensitive issues.
- Contribute to process improvement initiatives to enhance accuracy, efficiency, and compliance.
- Mentor and serve as a resource to less experienced team members, providing guidance and training as needed.
Essential Functions
- Independently resolve complex reconciliations, chargebacks, and adjustment cases.
- Use judgment and initiative in managing escalated payment issues and client inquiries.
- Communicate effectively with external and internal stakeholders on high-impact matters.
- Drive process improvements that increase efficiency and accuracy in payment operations.
- Prioritize tasks effectively to meet deadlines and manage workload.
- Maintain professional interactions with internal and external stakeholders.
- Perform in a fast-paced, high-stress environment.
Minimum Qualifications
- Deep knowledge of banking operations, payment processing workflows, and accounting principles.
- Advanced proficiency with spreadsheets, reporting, and data analysis tools.
- Strong problem-solving and decision-making skills, with the ability to anticipate risks.
- Excellent communication skills, including experience managing escalated client or partner issues.
- Proven ability to balance multiple priorities while leading or supporting projects.
- Demonstrated leadership qualities, including mentoring and training.
Education and Experience Requirements
- High school diploma or equivalent required; associate or bachelor’s degree in business, finance, or related field preferred.
- Typically requires 4–6 years of related experience in banking, payment processing, or accounting.
- Proven track record with credit card chargebacks, ACH, Check 21, and international payments.
- Experience working with SQL or other query/reporting tools preferred.
AI & Operational Fluency
- AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
- Strategic Oversight: Serve as the “Human-in-the-Loop” by auditing AI outputs for factual accuracy, brand alignment, and removal of hallucinations.
- Data Governance: Ensure no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
- Prompt Competency: Demonstrate the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Compensation & Benefits
- This band covers the full base compensation range for this role. The offer within this range depends on factors including experience, skills, and internal equity.
- Flexible and transparent culture with remote and hybrid work options.
- Generous vacation time and frequent recharge days for work-life balance.
- Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.
- HSA/FSA options and employer-paid disability benefits for eligible employees.
- Access to 401(k) or similar retirement plans with employer matching for eligible employees.
- Wellness initiatives, including access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
- Volunteerism and charity events through company programs.
- Exclusive Previ cell phone plan and discounts on services or local business partnerships.
- Bi-annual swag drops.
Location
For this role, candidates located in Arizona, Utah, Wyoming, Idaho, Texas, North Carolina, or Florida are being considered.
Additional Information
- Equal employment opportunity is provided regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
- The hiring process may use artificial intelligence (AI) tools to support parts of screening and analysis; final hiring decisions are made by humans.
Job Level