ePayPolicy

Customer Support

• Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
• Work alongside cross-functional teams to resolve issues.
• Assist with onboarding new customers via phone, and email.
• Identify potential product up-sell opportunities and pitch solutions to customers.
• Work on and resolve chargeback cases.
• Assist with creating content for our growing Knowledge Base.

Customer Support Representative, Tier 1

Attorney

• Direct and mentor the legal and compliance staff, overseeing day-to-day departmental operations, professional development, and the effective allocation of resources to meet company-wide objectives.
• Select, manage, and optimize the spend of external law firms to ensure high-quality, cost-effective representation for specialized matters.
• Serve as the organization’s primary legal advisor on corporate governance, contracts, regulatory matters, and risk exposure
• Draft, review, and negotiate a wide range of commercial agreements, including vendor, customer, partnership, and strategic transactions
• Oversee corporate governance matters, including Board and committee support, resolutions, policies, and recordkeeping
• Manage litigation, disputes, and investigations, including oversight of outside counsel
• Advise executive leadership on emerging legal risks related to business strategy, product development, and market expansion
• Act as the primary legal partner to People Operations; provide guidance on hiring practices, employee relations, terminations, and state/federal labor law compliance (FLSA, FMLA, etc.).
• Review public-facing communications, ensuring that marketing materials, sales scripts, and digital advertisements comply with applicable state and federal laws,
• Manage the company’s IP portfolio, including trademark filings, brand protection, and ensuring our proprietary technology remains protected.
• Act as the primary legal partner to Product and Engineering to ensure all new features and innovations are built for compliance and regulatory alignment from conception to launch.
• Provide subject matter expertise on NACHA Rules and Operating Guidelines, card network regulations, state-specific insurance, data protection, artificial intelligence, biometric data, credit card, and money transmitter laws, CAN-SPAM, BSA/AML Rules, TCPA, GLBA, TILA, Reg E, UCC Art. 4A, privacy standards, licensing requirements, UDAAP, other evolving financial and consumer protection statutes, Title VII, ADA, ADEA, and COBRA etc.
• Identify applicable state privacy laws and stay ahead of evolving privacy regulations (CCPA/CPRA, etc.) to ensure our data handling and customer-facing disclosures are fully compliant.
• Design, implement, and maintain an enterprise-wide compliance program aligned with applicable laws, regulations, and industry standards, including, but not limited to PCI-DSS, FinCEN, BSA/AML and OFAC requirements
• Monitor regulatory developments and assess their impact on the organization; proactively recommend policy or operational changes
• Lead internal compliance reviews, audits (i.e. AML and ACH Audits), and risk assessments; track remediation efforts.
• Serve as the primary point of contact for regulators, auditors, and external stakeholders on compliance matters
• Oversee training and education programs to promote a strong culture of compliance and ethical conduct
• Work closely with Product and Engineering teams to ensure new payment features (e.g., cross-border transfers, crypto-integration, or credit products) are compliant by design
• Identify, assess, and mitigate legal and compliance risks across the organization
• Maintain and enforce codes of conduct, ethics policies, and whistleblower programs
• Partner closely with Finance, HR, Operations, Product, and Technology teams to embed compliance into day-to-day operations

Senior Director of Legal and Compliance

Risk

• Responsible for ensuring that new account applications comply with ePayPolicy’s underwriting policies
• Complete new customer underwriting checklists for Know Your Business (KYB) and Know your Customer (KYC) requirements
• Activate new accounts with appropriate credit limits and funding timelines
• Review automated transaction risk rules to assess potential risks to customers and their electronic payments.
• Establish and update customer transaction limits based upon their financial statements and transaction history
• Propose and implement new techniques to identify fraudulent customers.
• Engage with new product planning and anticipate methods of exploitation in order to develop policy to mitigate risk.
• Respond to payment processor requests for customer-related risk information
• Respond to customer queries and concerns professionally
• Navigate difficult conversations with customers, enforcing risk protocols while avoiding reputational risk to the organization.

Customer Support Representative, Tier 1

Senior Director of Legal and Compliance

Risk Analyst