Payment Resolution Specialist

Tom Ferry International•Santa Ana, CA

11d•Onsite

About The Position

We are seeking a detail-oriented and customer-focused Payment Resolution Specialist to manage and resolve declined credit card and ACH transactions across the organization. This role plays a crucial part in protecting company revenue, ensuring accurate reconciliation, and maintaining strong customer relationships. This position focuses exclusively on payment decline resolution , proactive outreach, and clear documentation-without additional accounts receivable or collections responsibilities. You will collaborate closely with internal teams and customers to ensure timely resolution of issues and support a healthy, consistent cash flow.

Requirements

1-3 years of Accounts Receivable or payment processing experience, or an equivalent combination of training and experience.
Strong working knowledge of Microsoft Office , especially Excel (intermediate-advanced).
Fluent in written and verbal English.
Able to read and interpret procedures, write routine reports, and communicate effectively with customers.

Nice To Haves

Experience with Salesforce or other CRM platforms is a plus.

Responsibilities

Monitor and review all declined credit card and ACH transactions on a daily basis.
Promptly contact customers via email and phone to resolve failed payment attempts.
Assist customers in updating payment methods and troubleshoot recurring decline issues.
Identify potential fraud patterns, chargebacks, or systemic issues and escalate appropriately.
Work closely with the billing, finance, and customer service teams to support accurate processing.
Maintain detailed logs of decline reasons, customer interactions, resolution steps, and payment outcomes.
Provide reporting and insights to leadership regarding decline trends and resolution performance.
Ensure compliance with company policies, procedures, and industry best practices for secure payment processing.
Manage shifting priorities and deadlines with professionalism and accuracy.
Participate in proactive efforts to support departmental and company-wide goals.
Perform additional duties as assigned.