Product Operations Specialist, Servicing

Parafin•San Francisco, CA

3d•$118,000 - $123,000•Remote

About The Position

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's product suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best-in-class processes for payments, fraud, and servicing, and work directly with our Servicing Ops Lead to solve problems for hundreds of thousands of merchants. You will always have a seat at the table, given a platform to share your thoughts and suggestions for improvement! Are you a customer-obsessed operational problem solver excited to work at a fast-growing startup to help grow small businesses? If so, come join us!

Requirements

2+ years of experience with loan servicing
Strong understanding of payments, ACH failures, and return codes
Experience reviewing and resolving payment disputes/chargebacks, including compiling evidence and representing cases to banks or card networks
Familiarity with transaction monitoring — identifying fraud signals, unusual account activity, or high-risk patterns and escalating appropriately
Excellent communication skills
Thrive in an entrepreneurial environment
Data-driven approach to monitoring and optimizing recovery rates
Desire to have an impact, grow your career, and be a game changer in the space for Parafin

Nice To Haves

Experience working in a fintech startup.
Experience building a team and processes from the ground up
Fluency in (or desire to learn) data analysis skills and tools, such as SQL / R / Python

Responsibilities

Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks to ensure full payment collections.
Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues.
De-escalate scenarios and present resolutions for tough-to-navigate situations.
Identify and track payment issues to ensure transparency and decrease missing payments over time.
Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed.
Review and respond to payment disputes, gathering documentation and evidence to represent Parafin's position with bank and card network partners
Monitor transaction activity for fraud indicators or anomalous patterns, escalating high-risk cases per policy in a timely manner
Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers.
Work directly with management and product ops managers for ongoing improvements of the merchant experience, including but not limited to systems, process, and product-level improvements.
Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants.
Review current processes and provide feedback on how to improve the function, question the status quo as well as call out inefficiencies to address.
Support other product functions with your specialties as needed.