Exception Management Analyst
Finix Payments
IT
San Francisco, CA, USA
USD 80k-130k / year + Equity
Posted 6+ months ago
About Us
Finix is building the global operating system for fintech, starting with payments. From startups to publicly traded companies, Finix processes tens of billions of dollars annually both in-store and online. Finis was founded in 2015 and is headquartered in San Francisco.
To date Finix has raised over $200M, including a $75M Series C led by Acrew Capital and Lightspeed Venture Partners and backed by American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Visa, and others
About the Role:
The Exception Management Analyst is a critical member of Finix’s Finance team and will work closely with out Payment Operations team. We are looking for a creative problem solver who can partner with our Customer Delivery and Risk Teams to manage exceptions and escalations. To be successful in this role, you must be detail-oriented, able to work with multiple stakeholders, and eager to resolve complex customer service inquiries. This role will allow you to leverage your communication, organization, and prioritization skills, along with your professional experience with payments, in order to effectively resolve customer questions and inquiries.
This is an in-office role.
You Will:
- Manage exceptions escalated from Support and Customer Delivery, including disputes, ACH returns, and failed payment instructions.
- Oversee daily settlement approvals and ensure all transactions meet cutoff deadlines.
- Support processor relationships, including audit responses and technical inquiries.
- Monitor and report on dispute rates, return percentages, and reserve accounts.
- Coordinate with Accounting on reconciliation-related exceptions.
- Track and verify dispute evidence submitted by internal teams and clients.
- Use internal tools to monitor dispute cases, deadlines, and communications.
- Communicate with clients and stakeholders to resolve discrepancies and issues.
- Provide regular reporting on case performance and resolution metrics.
- Stay up to date on payment regulations, chargeback rules, and best practices.
- Recommend and implement process improvements to reduce manual errors and streamline workflows.
- Manage failed funding workflows, identify root causes, coordinate payment retries, and partner with Customer Delivery and Finance to recover funds and minimize revenue leakage.
- Own collections for negative balance accounts and failed payouts, including merchant outreach, account escalations, and coordination with Legal when needed.
You Are:
- Results-oriented and motivated to produce results in a fast-growing company.
- An excellent written and oral communicator with the ability to turn frustrations into solutions.
- Detail-oriented and eager to put in the extra effort to ensure the work is complete and accurate.
- Actively engaged in the pursuit of new ideas and process improvements when given new data or with changing circumstances.
You Have:
- 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance.
- 1+ years of experience with dispute or chargeback management.
- Deep knowledge of money movement, ACH operations, payment processing, and payment platforms.
- Strong attention to detail.
- Exceptional written, verbal, and interpersonal communication skills.
- The ability to interact with stakeholders across the organization and with multiple customers.
80000 - 130000 USD a year
Finix is an equal-opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.
Role: Exception Management Analyst
Level: IC3
Location: San Francisco, CA
Base Salary Range: $80,000 - 130,000/yr + Equity + Benefits
Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.