Exception Management Analyst

• 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.

• 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.

Pay range: $70K - $115K

• Equity
• Benefits