About the PositionWe are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's product suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best-in-class processes for payments, fraud, and servicing, and work directly with our Servicing Ops Lead to solve problems for hundreds of thousands of merchants. You will always have a seat at the table, given a platform to share your thoughts and suggestions for improvement!
Are you a customer-obsessed operational problem solver excited to work at a fast-growing startup to help grow small businesses? If so, come join us!
What You'll Be Doing:- Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks to ensure full payment collections.
- Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues.
- De-escalate scenarios and present resolutions for tough-to-navigate situations.
- Identify and track payment issues to ensure transparency and decrease missing payments over time.
- Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed.
- Review and respond to payment disputes, gathering documentation and evidence to represent Parafin's position with bank and card network partners
- Monitor transaction activity for fraud indicators or anomalous patterns, escalating high-risk cases per policy in a timely manner
- Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers.
- Work directly with management and product ops managers for ongoing improvements of the merchant experience, including but not limited to systems, process, and product-level improvements.
- Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants.
- Review current processes and provide feedback on how to improve the function, question the status quo as well as call out inefficiencies to address.
- Support other product functions with your specialties as needed.
What We're Searching For:- 2+ years of experience with loan servicing
- Strong understanding of payments, ACH failures, and return codes
- Experience reviewing and resolving payment disputes/chargebacks, including compiling evidence and representing cases to banks or card networks
- Familiarity with transaction monitoring - identifying fraud signals, unusual account activity, or high-risk patterns and escalating appropriately
- Excellent communication skills
- Thrive in an entrepreneurial environment
- Data-driven approach to monitoring and optimizing recovery rates
- Desire to have an impact, grow your career, and be a game changer in the space for Parafin
We Prefer If You Have:- Experience working in a fintech startup.
- Experience building a team and processes from the ground up
- Fluency in (or desire to learn) data analysis skills and tools, such as SQL / R / Python
What We Offer- Salary Range: $118k - $123k
- Equity grant
- Medical, dental & vision insurance
- Unlimited PTO
- Work from home flexibility
- Commuter benefits
- Free lunches
- Paid parental leave
- 401(k)
- Employee assistance program
