Payment Operations Representative

PeopleFinders.com, the premier online service for consumers to locate, contact and verify people and businesses. Over the past couple of decades the Company has quietly become one of the largest owners of public records data in the country, distributing its products over a vast network of websites.

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.

Hourly Rate: $30-$35/hr

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

• Job Type:
• Full-time

• Benefits:
• 401(k)
• 401(k) matching
• Medical/Dental/Vision/Life Insurance

• Schedule:
• Monday-Friday

• Experience:
• Payment operations / billing: 3 years (Preferred)
• Chargebacks & disputes: 2 years (Preferred)
• Payment gateway / ERP systems: 2 years (Preferred)