Payment Operations Representative

About the role

PeopleFinders.com is the premier online service for consumers to locate, contact, and verify people and businesses. The Payment Operations Representative role supports the business and its billing operations, ensuring revenue flows cleanly by processing transactions, resolving payment failures and disputes, and protecting the business against loss.

Responsibilities

• Process, monitor, and reconcile daily transactions across payment gateways and processors (e.g., Recurly, credit card, and ACH).
• Investigate and resolve declined, failed, and pending payments, including soft vs. hard decline analysis and retry/dunning management.
• Manage recurring billing, subscription changes, refunds, and credits in accordance with policy.
• Identify approval-rate and payment-failure trends by card type, day, and price point, and recommend improvements.
• Serve as first-level escalation for billing and payment questions from Customer Care.
• Monitor automated chargeback and dispute flows to ensure they run correctly and meet processor and card network deadlines.
• Ensure all relevant evidence is submitted for disputes and represent them properly, flagging gaps or failures in the automated flow.
• Report on chargeback and dispute activity, volumes, and outcomes.
• Review accounts for compliance and risk concerns (e.g., fraud, chargebacks, FCRA violations).
• Track chargeback ratios and partner with leadership on loss-prevention and fraud-mitigation efforts.
• Prepare daily, weekly, and monthly reporting on approvals, declines, chargebacks, and revenue for leadership.
• Create ad hoc reporting and reconciliation as needed.
• Monitor and configure billing and servicing platforms (e.g., Recurly, gateway portals, SharePoint).
• Communicate and work cross-functionally with Customer Care, Finance, and Engineering.
• Support leadership with administrative duties and ad hoc project requests.
• Handle and deliver on competing priorities and deliverables to meet customer and business needs.

Requirements

• Minimum of 3 years of experience in payment operations, billing, collections, or a related financial support field.
• Working knowledge of payment gateways, credit card and ACH processing, chargebacks, and the dispute lifecycle.
• Experience understanding and meeting monthly, quarterly, and annual objectives.
• Excellent written and verbal communication skills.
• Strong critical thinking and analytical skills.
• Demonstrated knowledge of Microsoft Office 365 applications (e.g., Outlook, Excel, Word), with strong Excel skills preferred.

Desired Qualifications

• Detail-oriented, able to work independently and within an evolving team environment.
• Adaptable in understanding difficult processes and comfortable speaking to both internal and external customers professionally.
• Experience exercising independent judgment and discretion, particularly around refunds, disputes, and account risk.
• Exceptional organizational and follow-up skills, including the ability to react to and implement change.
• Comfort working with numbers, spreadsheets, and reconciliation—able to spot patterns and discrepancies in transaction data.
• Continuously improving product and process knowledge using self-help and training resources.
• Collaborative teammate, sharing knowledge and learning from others while working through challenges.

Skills

• Payment operations / billing: 3 years (Preferred)
• Chargebacks & disputes: 2 years (Preferred)
• Payment gateway / ERP systems: 2 years (Preferred)

Pay

Hourly Rate: $30-$35/hr

Benefits

• 401(k)
• 401(k) matching
• Medical, Dental, Vision, and Life Insurance

Schedule

Varies