Associate Payments Specialist

What You’ll Do

Own the Customer Experience

• Manage the end-to-end onboarding, activation, and underwriting lifecycle for Payments customers.
• Guide customers through document submissions, activation timelines, and payment cancellation procedures to minimize revenue disruption.
• Act as the escalation point for any issues related to underwriting, onboarding delays, system activation, or cancellation requests.
• Provide timely, clear, and empathetic communication via the Payments inbox, ensuring prompt support across onboarding, equipment requests, and cancellation follow-through.

Collaborate & Lead

• Work cross-functionally with Payments Operations, Sales, Customer Success, and Support to address customer needs and resolve issues, including those related to cancellations and deactivations.
• Act as a key liaison between customers, underwriting partners, and internal stakeholders to expedite resolution and ensure proper handling of cancellation scenarios.
• Share updates with internal teams about merchant onboarding progress, escalations, underwriting statuses, and cancellation trends or risk signals.
• Participate in team huddles, training sessions, and support junior team members through knowledge sharing around both activation and cancellation workflows.

Demonstrate Technical & Product Expertise

• Operate within the Payments ecosystem—understanding onboarding, transaction settlement, funding, and cancellation processes.
• Use payment vendor portals to review underwriting decisions, manage activations, and ensure appropriate steps are followed during cancellations.
• Support chargeback and cancellation processes, ensuring all necessary documentation and escalation procedures are in place.
• Stay current on risk and cancellation best practices, including how they impact merchant profiles and continuity of service.

Drive Operational Excellence

• Independently resolve customer issues with minimal oversight, including those related to complex or sensitive cancellation requests.
• Proactively monitor underwriting queues and cancellation requests, escalating urgent reviews to reduce customer impact.
• Support ongoing initiatives to improve processes across the onboarding, activation, and cancellation lifecycle.
• Maintain accurate documentation related to underwriting, activation, cancellations, and customer communications to ensure audit-readiness and operational clarity.

What Will Make Us REALLY Love you

• Experience with DI Products: 2–4 years preferred
• Customer-Facing Experience: 1–2 years
• Payments or Risk Experience: 1–2 years in a similar environment
• Education: Bachelor’s degree or equivalent experience
• Soft Skills: Strong verbal/written communication, empathy, organization, and problem-solving
• Mindset: Service-oriented, proactive, collaborative, and detail-focused

What You'll Love About Us

• Flexible Time Off + 11 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location for most roles (in-office, work-from-home, or hybrid)