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.
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.

Requirements

2+ years of experience with loan servicing
Strong understanding of payments, ACH failures, and return codes
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
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

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

loan servicingpaymentsACH failuresreturn codesdata analysisSQLRPython

Soft Skills

communicationproblem-solvingde-escalationentrepreneurial mindsetdata-driven approachimpact-orientedteam buildingprocess improvement