Payment Operations Representative

The Payment Operations Representative role encompasses multiple duties in support of the business and its billing operations. The role is responsible for keeping revenue flowing cleanly – processing transactions, resolving payment failures and disputes, and protecting the business against loss.

Billing & Transaction Operations

• Process, monitor and reconcile daily transactions across payment gateways and processors (i.e. – Recurly, credit card and ACH)
• Investigate and resolve declined, failed and pending payments, including soft vs. hard decline analysis and retry/dunning management
• Manage recurring billing, subscription changes, refunds and credits in accordance with policy
• Identify approval-rate and payment-failure trends by card type, day and price point, and recommend improvements
• Serve as first level escalation for billing and payment questions from Customer Care

Chargeback & Dispute Management

• Monitor our automated chargeback and dispute flows to ensure they are running correctly and processing cases within processor and card network deadlines
• Ensure all relevant evidence is submitted, and disputes are represented properly, flagging gaps or failures in the automated flow
• Report on chargeback and dispute activity, volumes and outcomes
• Review accounts for compliance and risk concerns – i.e. Fraud, Chargebacks, FCRA violations, etc…
• Track chargeback ratios and partner with leadership on loss-prevention and fraud-mitigation efforts

Reporting & Administration

• Prepare daily, weekly and monthly reporting on approvals, declines, chargebacks and revenue for leadership
• Create ad hoc reporting and reconciliation as needed
• Monitor and configure billing and servicing platforms (i.e. – Recurly, gateway portals, SharePoint, etc…)
• Communicate and work cross functionally with Customer Care, Finance and Engineering
• Support leadership with administrative duties and ad hoc project requests
• Can handle and deliver on competing priorities and deliverables to meet customer and business needs

Desired Qualifications:

• Must be detail oriented, able to work independently and within an evolving team environment, be adaptable in understanding difficult processes and be comfortable speaking to both internal and external customers in a professional manner
• Experience exercising independent judgement and discretion, particularly around refunds, disputes and account risk
• Exceptional organizational and follow-up skills, including the ability to react to and implement change
• Comfort working with numbers, spreadsheets and reconciliation – able to spot patterns and discrepancies in transaction data
• Continuously improving product and process knowledge using our self-help and training resources
• Be a collaborative teammate, sharing knowledge and learning from others while working through challenges

Minimum Qualifications:

• Minimum of 3 years of experience in payment operations, billing, collections or a related financial support field
• Working knowledge of payment gateways, credit card and ACH processing, chargebacks and the dispute lifecycle
• Experience in understanding and meeting monthly, quarterly and annual objectives
• Excellent written and verbal communication skills
• Strong critical thinking and analytical skills
• Demonstrated knowledge of Microsoft Office 365 applications (i.e. Outlook, Excel, Word), with strong Excel skills preferred