Payments Specialist

Payment Operations Execution

• Process Proof of Authorizations (POAs), merchant account terminations, chargebacks, disputes, credits, reversals, and claims accurately and within defined SLAs.
• Ensure all documentation meets internal policy standards and payment network requirements.
• Maintain accurate merchant account (MID) records and ensure account updates are completed in a timely and compliant manner.
• Monitor assigned queues daily to ensure all payment tasks are tracked through final resolution in appropriate Google Sheets, systems, etc.

Risk & Compliance Support

• Identify potential risk indicators and escalate concerns appropriately.
• Support internal and external audit activities by maintaining thorough documentation and clear audit trails.
• Adhere strictly to company policies, payment processing regulations, and established SOPs.
• Contribute to a risk-conscious culture by ensuring procedural accuracy and sound decision-making.

Cross-Functional Collaboration

• Serve as a liaison between India-based operations and U.S. Payments Teams to ensure effective communication and issue resolution.
• Respond professionally and promptly to underwriting, client, and internal stakeholder inquiries

Reporting & Operational Support

• Update and maintain operational trackers, reporting dashboards, and shared documentation (Google Sheets, Excel, Client Admin, and other systems).
• Assist in compiling and maintaining metrics related to chargebacks, POAs, terminations, claims, and SLA performance.
• Contribute to process documentation updates and continuous improvement initiatives.
• Support automation efforts by identifying repetitive tasks and opportunities for workflow optimization

Key Performance Expectations

• Consistent accuracy and quality across all payment operations tasks.
• On-time completion of assigned tasks within established SLAs.
• Strong documentation standards supporting audit readiness.
• Clear, professional communication with internal and external stakeholders.
• Adherence to SOPs and compliance requirements.
• Demonstrated ownership of assigned workflows through final resolution.

Minimum Qualifications

• 1–3 years of experience in payment operations, merchant services, financial operations, underwriting support, or a related field.
• Working knowledge of payment processing workflows, including credit cards, ACH/EFT, and chargeback processes.
• Experience handling disputes, reversals, or payment exception cases.
• Proficiency in Microsoft Office Suite, particularly Excel (including formulas and structured reporting) and Google Suite, particularly Google Sheets.
• Strong organizational and time management skills with the ability to manage competing priorities.
• Exceptional attention to detail and accuracy.
• Clear, concise, and professional verbal and written communication skills.
• Ability to collaborate effectively across teams and maintain positive relationships with internal stakeholders and external partners (banks, processors, networks).

Preferred Qualifications

• Experience working within merchant services or payment processing platforms.
• Familiarity with payment network rules, chargeback lifecycle management, and compliance standards.
• Proficiency in Google Suite, particularly Google Sheets.
• Basic knowledge of SQL and comfort working with operational datasets.
• Experience supporting audit or compliance-related processes.