Product Operations Specialist, Servicing
Supports merchants by resolving payment and servicing issues, handling disputes and fraud monitoring, and improving operational processes. Requires 2+ years of loan servicing experience and strong knowledge of payments, ACH failures, and chargebacks.
About the job
Responsibilities
- Investigate and resolve payment-processing issues, alternative payment plans, error handling, and related servicing tasks to support full payment collections.
- Provide customer service to small business owners by email, SMS, and phone, debugging and resolving payment issues.
- De-escalate difficult situations and present appropriate resolutions.
- Identify and track payment issues to improve transparency and reduce missing payments.
- Document payment issues and provide supporting details and evidence promptly.
- Review and respond to payment disputes, compiling documentation and evidence for banks and card-network partners.
- Monitor transactions for fraud indicators and anomalous patterns, escalating high-risk cases according to policy.
- Collaborate with Customer Support and Funding teams to build servicing feedback loops and processes.
- Partner with management and Product Operations on systems, process, and product improvements.
- Review existing processes, identify inefficiencies, and recommend improvements.
- Support other product functions as needed.
Requirements
- 2+ years of experience with loan servicing.
- Strong understanding of payments, ACH failures, and return codes.
- Experience reviewing and resolving payment disputes and chargebacks, including compiling evidence and representing cases to banks or card networks.
- Familiarity with transaction monitoring, fraud signals, unusual account activity, and high-risk patterns.
- Excellent communication skills.
- Data-driven approach to monitoring and optimizing recovery rates.
- Ability to thrive in an entrepreneurial startup environment.
Nice-to-haves
- Experience working at a fintech startup.
- Experience building teams and processes from the ground up.
- Fluency in, or willingness to learn, SQL, R, or Python.
Compensation and Benefits
- Salary range: $118,000–$123,000.
- Equity grant.
- Medical, dental, and vision insurance.
- Unlimited paid time off.
- Work-from-home flexibility.
- Commuter benefits.
- Free lunches.
- Paid parental leave.
- 401(k).
- Employee assistance program.
Skills
Loan Servicing, Payments, Ach, Return Codes, Payment Disputes, Chargebacks, Transaction Monitoring, Fraud Detection, SQL, R, Python
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