Manager Payments Operations

Core Responsibilities Include

• Processing Proof of Authorizations (POA’s), Termination of Merchant Accounts, Chargebacks, and Claims.
• Providing effective responses to underwriting concerns, both internal and external, with an SLA target of 1–2 business days.
• Mitigating organizational risk through the execution of sound, risk-conscious decisions that align with established company policies and payment standards.
• Processing merchant account terminations in an expeditious manner and ensuring that all merchant accounts/MIDs remain current and accurate.
• Updating and monitoring appropriately in Client Admin, google sheets and any systems related to payment operations.
• Maintaining and reporting comprehensive metrics for all payment operations tasks.
• Providing assistance to other departments and clients concerning payment transactions and facilitating effective issue resolution.
• Leading and conducting internal audits to ensure strict adherence to policy, process, and quality standards.
• Leading external compliance audits and ensuring successful outcomes.
• Training, mentoring, and onboarding new employees, as well as providing ongoing coaching and performance development to direct reports.
• Approving or declining Paid Time Off (PTO) requests, submitting timecards for direct reports, and supporting performance accountability, which includes implementing corrective action plans when necessary.
• Communicating critical issues, potential risks, and necessary escalations to senior management concerning the team.
• Driving process improvement through the development and maintenance of SOPs, checklists, comprehensive documentation, application forms, and departmental policies.
• Supporting the automation of tasks to create, maintain and increase efficiencies. Adhering rigorously to all company and department policies and consistently demonstrating Entrata’s core values.
• Supporting special projects and providing assistance to the Vice President of Payment Program Management.
• Assisting other departments as necessary to achieve company-wide objectives.

Minimum Qualifications

• A minimum of three (3) years of experience in merchant services, underwriting, payments operations, risk management, or a related financial operations field.
• A minimum of one (1) year of people management experience, including demonstrated proficiency in coaching, performance management, and team development.A strong, comprehensive understanding of payments and payment workflows, including risk evaluation methodologies and documentation standards.
• Demonstrated ability to effectively manage competing priorities and consistently meet SLAs within a dynamic, fast-paced operational environment.
• Experience working collaboratively with external partners such as banks, processors, or payment networks.
• Proficiency in Microsoft and Google Suite (Expertise in Excel, Google Sheets,including formula construction and management of reporting/metrics, is required).Exceptional attention to detail and a proven capacity to produce consistent, high-quality work.
• Demonstrates clear, concise, and professional verbal and written communication skills.
• Strong organizational acumen with the ability to establish clear priorities, collaborate effectively cross-functionally, and consistently achieve objectives.
• The ability to maintain productive, positive, and cooperative professional relationships both internally and externally.

Preferred Qualifications

• Experience utilizing payment processing platforms and tools
• Familiarity with payment processing rules, regulations, and compliance audit standards.
• Experience leading both internal and external audits within a regulated or compliance-driven environment.
• Proficiency with Google Suite.
• Working knowledge of SQL and comfort with utilizing datasets for operational reporting.