Exception Management Analyst (San Francisco)

About Us

Move money. Make money. Finix is a full-stack acquirer processor, empowering businesses of all sizes with flexible, modern payment solutions. Processing billions of dollars annually, Finix enables SaaS, marketplace, and e-commerce platforms to accept payments, manage payouts, and onboard merchants seamlessly. With our no-code, low-code, and developer-friendly tools, businesses can get up and running in hoursnot months.

Finix has raised over $175M, including a $75M Series C led by Acrew Capital, with participation from Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others.

About the Role:

The Exception Management Analyst is a critical member of Finixs Payment Operations team. We are looking for a creative problem solver who can partner with our Customer Delivery and Risk Teams to manage exceptions and escalations. To be successful in this role, you must be detail-oriented, able to work with multiple stakeholders, and eager to resolve complex customer service inquiries. This role will allow you to leverage your communication, organization, and prioritization skills, along with your professional experience with payments, in order to effectively resolve customer questions and inquiries. This position is a full-time, non-exempt role that will report directly to the Manager of Customer Delivery

• Handle all exceptions escalated from the Support and Customer Delivery teams including disputes, failed funding instructions and ACH returns.
• Be responsible for approving daily settlements within the cutoff deadlines.
• Manage questions from processors and provide support for processor audits.
• Follow up on disputes and track dispute and return percentages.
• Manage and monitor any reserves established for sub-merchants by the Fraud / Risk team.
• Partner with the Accounting Team to resolve any exceptions identified in the daily reconciliation process.
• Manage the intake and organization of dispute evidence submitted by clients and internal stakeholders.
• Verify the completeness and accuracy of evidence submissions, ensuring compliance with industry regulations and company policies.
• Utilize internal systems and tools to track the progress of dispute cases, including status updates, deadlines, and communications.
• Communicate effectively with clients, internal teams, and external partners to resolve any issues or discrepancies related to dispute evidence.
• Provide regular updates and reports on dispute case status and performance metrics to relevant stakeholders.
• Collaborate with cross-functional teams, including Customer Support, Product Engineering, and Compliance, to facilitate the resolution of disputes in a timely manner.
• Stay informed about industry trends, regulatory changes, and best practices related to dispute management, and incorporate relevant insights into processes and procedures.
• Identify opportunities for process improvements and efficiencies in dispute evidence management, and contribute to the implementation of solutions.

• Results-oriented and motivated to produce results in a fast-growing company.
• An excellent written and oral communicator with the ability to turn frustrations into solutions.
• Detail-oriented and eager to put in the extra effort to ensure the work is complete and accurate.
• Actively engaged in the pursuit of new ideas and process improvements when given new data or with changing circumstances.

• 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance.
• Minimum 1-2 years experience with Dispute Management.
• Extensive knowledge of money movement, payment processing, payment networks, disbursement of funds, and payment platforms.
• Strong attention to detail.
• Exceptional written, verbal, and interpersonal communication skills.
• The ability to interact with stakeholders across the organization and with multiple customers.

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Finix is an equal-opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status,or any other protected class.

Role: Exception Management Analyst

Level: IC3

Location: Remote

Base Salary Range: $70,000 - 115,000/yr + Equity + Benefits

Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire (remote) salaries. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

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