Payment Operations Specialist

AxisCare • Waco, TX

1d • Remote

About The Position

The Payment Operations Specialist is a hands-on payments generalist who helps AxisCare’s payments program operate smoothly and grow. The initial focus is merchant onboarding, owning applications from submission through active product adoption so new customers can begin accepting payments through the platform without delay. As onboarding becomes more streamlined and automated, the role will expand to include broader payments operations, escalated payment issue resolution, process improvement, and helping internal teams and customers understand payments.

The position works with customers, Sales, Account Management, the payment processing partner, and internal Product and Payments leadership. It also supports reporting, documentation, team enablement, and a migration project planned for Q3 2027. This is a remote, full-time role reporting to the VP of Payments.

Requirements

• At least 2 years of payments operations experience, ideally in merchant onboarding or underwriting at a processor, PayFac, ISO, bank, or software company with embedded payments.
• Working knowledge of card and ACH payments, including onboarding/KYC, funding, reversals, and chargebacks.
• Strong attention to detail and accuracy in recordkeeping.
• Persistence and follow-through in managing open items through resolution.
• Clear, professional communication with customers, partners, and internal teams, including the ability to explain payments topics in plain language.
• Strong organization and ability to manage a high volume of open items.
• Self-directed, curious, and comfortable working in a growing program where processes are still being built.
• Comfort with CRM or ticketing tools and Excel or Google Sheets.

Nice To Haves

• Merchant underwriting or risk review experience.
• Hands-on experience with one or more payment processor or PayFac platforms.
• Experience improving or automating an onboarding or operations workflow.
• Experience in vertical SaaS or healthcare-related software.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Own merchant applications from draft through submission and active adoption, including working through the current backlog.
• Help customers complete draft applications by regenerating links, following up, and answering questions about application fields.
• Work with Sales and Account Management to gather complete business, ownership, and banking information before submission.
• Review applications for completeness, accuracy, and basic KYC/KYB risk indicators to improve first-pass approval rates.
• Coordinate communications between customers and the processing partner through adoption, following up on underwriting requests, missing documents, and requests for additional information.
• Escalate stalled or high-risk applications and adoption processes to the VP of Payments with a clear summary and recommended next step.
• Explain fees and account status to customers and internal teams, and resolve escalated payment questions involving funding timing, reversals, refunds, chargebacks, and merchant statements.
• Provide requested supporting documentation, such as invoices, for flagged transactions while following requirements for handling and protecting sensitive merchant information.
• Partner with the processing partner on account configuration, funding, and transaction issues.
• Follow processor, card brand, and AxisCare requirements for handling and protecting sensitive merchant information.
• Identify onboarding breakdowns and help design simpler, more self-service, and automated processes with Product and Payments leadership.
• Build and maintain documentation, checklists, and playbooks to make payments processes repeatable as volume grows.
• Help Sales, Growth, and Support teams understand payments basics and application requirements.
• Pull payments data and prepare weekly and monthly reports on the onboarding pipeline and metrics such as time to approval and first-pass approval rate.
• Create and maintain migration-process documentation and manage the large migration project planned for Q3 2027.

Benefits

• Medical insurance premiums fully covered for the employee.
• Dental insurance.
• Vision insurance.
• 401(k) with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company-provided laptop and other needed computer equipment.
• Competitive salary and comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed