Payment Operations Analyst

Summary

Join Brightwheel's dynamic Payment Operations team as an experienced Payment Operations Analyst. This crucial role safeguards Brightwheel and its customers from fraud while resolving payment issues. You will conduct KYC checks, resolve payment disputes, investigate suspicious activities, and engage directly with customers. The ideal candidate thrives in high-impact roles, excels at process-oriented tasks, and possesses a keen eye for detail. Brightwheel offers a competitive compensation package including base salary, equity, and comprehensive benefits.

Requirements

• 1+ years experience in a customer-facing role
• 1+ year of experience in fraud prevention, detection, and investigation
• Strong written and verbal communication skills
• Extreme attention to detail in all aspects of your work
• Proven analytical and problem-solving skills, with the ability to create structure in ambiguous situations, investigate root causes, and propose effective solutions

Responsibilities

• Conduct KYC Checks: Perform a high volume of Know Your Customer (KYC) checks for customers onboarding to our billing platform (~60-80% of your time, depending on the season)
• Resolve Payment Disputes: Manage and resolve payment disputes (chargebacks), screen high-risk and suspicious payments, and investigate complex payment issues (~20% of your time)
• Investigate Activity: Identify and resolve complex payment issues and suspicious activities on the billing platform
• Customer Interaction: Engage directly with customers via phone and email to provide world-class service and quick resolutions
• Collaborate Across Teams: Support other functions at brightwheel as needed to enhance our operations

Preferred Qualifications

1+ year of experience in processing and mitigating disputes (chargebacks)

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend