Parafin The Product Operations Specialist, Servicing supports merchants by managing payments, fraud, and servicing processes. They investigate payment issues, provide customer service, and collaborate with internal teams to improve operations.
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.
