Payments Risk & Underwriting Analyst II

Summary

Join Shopmonkey as a Payments Risk and Underwriting Analyst II and play a critical role in protecting the company from financial losses while ensuring a great customer experience. You will specialize in persona approvals and dispute communication, conduct credit analysis, monitor merchant accounts, and review daily reports to identify potential fraud or credit risk. This role involves reviewing chargebacks, resolving customer disputes, developing communication templates, collaborating with other teams, and preparing reports for senior management. You will also monitor merchant accounts for fraudulent activity, conduct investigations, gather data from various sources, identify patterns to prevent fraud, and engage with merchants to collect negative balances. The ideal candidate will have 2+ years of experience in payments risk management and merchant underwriting, strong communication and analytical skills, and experience with KYC requirements. Shopmonkey offers a fully remote work environment with various benefits.

Requirements

• Have 2+ years of experience in payments risk management and merchant underwriting with a merchant processor, payment facilitator, SaaS provider, or fintech company
• Have a track record of being calm and assertive during escalated situations or negotiations and can diffuse these types of situations
• Have strong empathy, with demonstrable foresight into the needs and challenges of our merchants
• Are decisive, yet open to continual learning
• Are comfortable interacting directly with our merchants and payment processing partners
• Have proven strengths in time management, being detail-oriented, and able to multitask and prioritize tasks appropriately
• Have experience and understanding of know-your-customer (KYC) requirements, tools, and best practices
• Have knowledge of both consumer (B2C) and commercial (B2B) payments
• Are familiar with a variety of online payment methods, including debit cards, credit cards, ACH, and international payments

Responsibilities

• Review all incoming chargebacks/disputes and assist merchants with filing rebuttals
• Handle and resolve customer disputes with a focus on clarity, empathy, and professionalism
• Communicate dispute outcomes to customers and internal stakeholders, ensuring transparency and understanding
• Develop and maintain templates for dispute communications to ensure consistency and accuracy
• Collaborate with the Customer Support and Legal teams to address complex dispute cases
• Monitor merchant accounts to identify potentially fraudulent activity and make decisions on when to hold funds and close accounts
• Conduct investigations into accounts that present fraud or risk exposure to Shopmonkey and make credit decisions based on the information reviewed
• Gather and interpret data from credit reports, tax returns, financial statements, and other documentation
• Identify patterns and trends to prevent fraud or future losses
• Engage with merchants to collect negative balances
• Prepare regular reports for senior management, highlighting key risk indicators and areas for improvement
• All other duties as assigned

Preferred Qualifications

Have experience working with Stripe’s Connect platform is a plus

Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts
• Fully Remote Work!
• $750.00 to set up your home office
• $20 phone/internet monthly reimbursements
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally