You Will:
- Manage exceptions escalated from Support and Customer Delivery, including disputes, ACH returns, and failed payment instructions.
- Oversee daily settlement approvals and ensure all transactions meet cutoff deadlines.
- Support processor relationships, including audit responses and technical inquiries.
- Monitor and report on dispute rates, return percentages, and reserve accounts.
- Coordinate with Accounting on reconciliation-related exceptions.
- Track and verify dispute evidence submitted by internal teams and clients.
- Use internal tools to monitor dispute cases, deadlines, and communications.
- Communicate with clients and stakeholders to resolve discrepancies and issues.
- Provide regular reporting on case performance and resolution metrics.
- Stay up to date on payment regulations, chargeback rules, and best practices.
- Recommend and implement process improvements to reduce manual errors and streamline workflows.
- Manage failed funding workflows, identify root causes, coordinate payment retries, and partner with Customer Delivery and Finance to recover funds and minimize revenue leakage.
- Own collections for negative balance accounts and failed payouts, including merchant outreach, account escalations, and coordination with Legal when needed.
You Are:
- Results-oriented and motivated to produce results in a fast-growing company.
- An excellent written and oral communicator with the ability to turn frustrations into solutions.
- Detail-oriented and eager to put in the extra effort to ensure the work is complete and accurate.
- Actively engaged in the pursuit of new ideas and process improvements when given new data or with changing circumstances.
You Have:
- 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance.
- 1+ years of experience with with dispute or chargeback management.
- Deep knowledge of money movement, ACH operations, payment processing, and payment platforms.
- Strong attention to detail.
- Exceptional written, verbal, and interpersonal communication skills.
- The ability to interact with stakeholders across the organization and with multiple customers.
Skills Required
- 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance
- 1+ years of experience with dispute or chargeback management
- Deep knowledge of money movement, ACH operations, payment processing, and payment platforms
- Strong attention to detail
- Exceptional written, verbal, and interpersonal communication skills
What We Do
Finix is on a mission to create the most accessible financial services ecosystem in history. To do so, we are building the global operating system for fintech, starting with payments. Since 2015, we’ve been busy creating a payments management solution specifically for SaaS platforms—from startups to publicly traded companies—that want to earn more revenue, reduce churn, and delight customers. With one developer-friendly API, Finix helps companies accept payments, manage payouts, and onboard merchants—all in the same place. Finix offers everything SaaS companies need to build a world-class payments solution.
Why Work With Us
Our diverse team of fintech professionals is dedicated to building accessible payments tools that democratize financial access. From employee development to customer success, we believe in the campsite rule—“leave it better than you found it”—ensuring every client and Finixian is better after working with us.
Gallery
