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

You Will:

• Manage exceptions escalated from Support and Customer Delivery, including disputes, ACH returns, and failed payment instructions.
• Oversee daily settlement approvals and ensure all transactions meet cutoff deadlines.
• Support processor relationships, including audit responses and technical inquiries.
• Monitor and report on dispute rates, return percentages, and reserve accounts.
• Coordinate with Accounting on reconciliation-related exceptions.
• Track and verify dispute evidence submitted by internal teams and clients.
• Use internal tools to monitor dispute cases, deadlines, and communications.
• Communicate with clients and stakeholders to resolve discrepancies and issues.
• Provide regular reporting on case performance and resolution metrics.
• Stay up to date on payment regulations, chargeback rules, and best practices.
• Recommend and implement process improvements to reduce manual errors and streamline workflows.

You Are:

• 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.

You Have:

• 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance.
• 1+ years of experience with with dispute or chargeback management.
• Deep knowledge of money movement, ACH operations, payment processing, 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.