Exception Management Analyst

Summary

Join Finix as an Exception Management Analyst and become a critical member of the Payment Operations team. Partner with Customer Delivery and Risk Teams to manage exceptions and escalations. Leverage communication, organization, and prioritization skills, along with payment processing experience, to resolve customer inquiries. Handle exceptions escalated from support teams, approve daily settlements, manage processor questions and audits, follow up on disputes, and manage reserves. Collaborate with accounting and cross-functional teams to resolve exceptions and discrepancies. Maintain compliance with industry regulations and company policies, and identify opportunities for process improvements. This full-time, non-exempt role reports to the Manager of Customer Delivery and offers a competitive salary and benefits package.

Requirements

• 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance
• Minimum 1-2 years experience with Dispute Management
• Extensive knowledge of money movement, payment processing, payment networks, disbursement of funds, 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

Responsibilities

• Handle all exceptions escalated from the Support and Customer Delivery teams including disputes, failed funding instructions and ACH returns
• Be responsible for approving daily settlements within the cutoff deadlines
• Manage questions from processors and provide support for processor audits
• Follow up on disputes and track dispute and return percentages
• Manage and monitor any reserves established for sub-merchants by the Fraud / Risk team
• Partner with the Accounting Team to resolve any exceptions identified in the daily reconciliation process
• Manage the intake and organization of dispute evidence submitted by clients and internal stakeholders
• Verify the completeness and accuracy of evidence submissions, ensuring compliance with industry regulations and company policies
• Utilize internal systems and tools to track the progress of dispute cases, including status updates, deadlines, and communications
• Communicate effectively with clients, internal teams, and external partners to resolve any issues or discrepancies related to dispute evidence
• Provide regular updates and reports on dispute case status and performance metrics to relevant stakeholders
• Collaborate with cross-functional teams, including Customer Support, Product Engineering, and Compliance, to facilitate the resolution of disputes in a timely manner
• Stay informed about industry trends, regulatory changes, and best practices related to dispute management, and incorporate relevant insights into processes and procedures
• Identify opportunities for process improvements and efficiencies in dispute evidence management, and contribute to the implementation of solutions

Preferred Qualifications

• 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

Benefits

• Equity
• Benefits