Remote Payment Operations Specialist

Summary

Join Brightwheel's dynamic Payment Operations team as a Payment Operations Specialist and contribute to safeguarding the company and its customers from fraud while resolving challenging payment issues.

Requirements

• 3+ years experience in a customer-facing role
• 1+ year of experience in fraud prevention, detection, and investigation
• 1+ year of experience in processing and mitigating disputes (chargebacks)
• 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

Benefits

• Premium medical benefits
• Dental benefits
• Vision benefits
• Generous paid parental leave
• Flexible paid time off policy
• Monthly wellness and productivity stipend
• Learning & Development stipend