Product Operations Specialist, Servicing

Job description

**About Us:** At Parafin, we’re on a mission to grow small businesses. Small businesses are the backbone of our economy, but traditional banks often don’t have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on. We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners. We’re a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more — all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities. Join us in creating a future where every small business has the financial tools they need. **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! **What You’ll Be Doing:** - 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. **What We’re Searching For:** - 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 **We Prefer If You Have:** - 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 **What We Offer** - Salary Range: $118k - $123k - Equity grant - Medical, dental & vision insurance - Unlimited PTO - Work from home flexibility - Commuter benefits - Free lunches - Paid parental leave - 401(k) - Employee assistance program **If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.**