Senior Product Operations Manager responsible for executing client - facing Airtable implementations. Tailoring solutions to client needs while managing technical realities and strong client relationships.
About the role
- Servicing Specialist handling payment processing and issues for small businesses at Parafin. Collaborating with teams to enhance the payment experience and support operations.
Responsibilities
- 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
- Equity grant
- Medical, dental & vision insurance
- Unlimited PTO
- Work from home flexibility
- Commuter benefits
- Free lunches
- Paid parental leave
- 401(k)
- Employee assistance program
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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