This vacancy is open on our outsourcing project.

The client is an US company that has been offering digital services and payment solutions to the insurance industry since the 1950s, evolving from a family-built general agency to a leader in premium financing, software, and business process outsourcing for the property and casualty insurance sector.

We are looking for a Payment Operations Specialist to support daily payment operations and merchant onboarding for our growing fintech team.

Position Purpose:

The Payment Operations Specialist provides essential support for our Payments as a Service (PaaS) business line. This hands-on, detail-oriented role serves as a primary point of contact for merchant and internal inquiries, collaborates across departments to ensure smooth operational processes, and assists with payment operations reporting. The specialist supports daily payment operations, merchant onboarding, underwriting, transaction monitoring, returned payment handling, and other key functions. The role also contributes to continuous improvement initiatives, aligns workflows with business goals, and enhances cross-functional collaboration.

Key Responsibilities:

Merchant Lifecycle Management:

- Serve as the primary contact for merchant and internal inquiries, ensuring timely and professional responses.
- Guide merchants through onboarding and underwriting, providing clear documentation and support.
- Maintain accurate records in HubSpot and ensure effective communication throughout the merchant lifecycle.

Payment Operations & Transaction Oversight:

- Support daily payment operations, including transaction monitoring, statement reviews, and chargeback processing.
- Identify and escalate suspicious or high-risk activities and resolve payment discrepancies promptly.
- Collaborate with Sales, Finance, and Merchant Success teams to address payment-related issues and ensure smooth operations.

Risk, Compliance, and Reporting:

- Assist with compliance and risk reporting, support investigations in collaboration with the Risk team.
- Ensure adherence to internal policies, KYC/AML guidelines, and applicable regulations.
- Prepare and deliver regular reports on payment operations performance for management and stakeholders.
- Track key performance and risk metrics and provide backup coverage for risk reporting as needed.

Process Optimization & Cross-Functional Collaboration:

- Maintain and update standard operating procedures (SOPs) for payment operations.
- Participate in user acceptance testing for new features and system updates, documenting results and communicating findings.
- Identify and implement workflow improvements and automation opportunities to enhance operational efficiency and scalability.
- Work closely with internal teams (Accounting, Marketing, Operations, Compliance, Risk, Fraud) to resolve issues, support projects, and drive continuous improvement.
- Contribute to the development of educational resources and programs to reduce payment returns and improve merchant outcomes.

Position requirements:

- Fluency in English (verbal and written)
- 3-5 years of experience in payment operations, underwriting, risk monitoring, or related financial services roles required
- Experience working within a fintech or payments environment is highly desirable
- Insurance industry knowledge helpful but not required
- Bachelor’s in Finance, Business, or related field preferred


Skills & Competencies:

- Detail-oriented with strong analytical skills to identify risks, flag anomalies, and support investigations with accurate documentation.

- Excellent verbal and written communication skills, able to effectively engage with internal teams, stakeholders, and external partners.

- Collaborative and customer-focused, with the ability to manage multiple priorities and coordinate cross-functionally.

- Proactive, self-motivated, and adaptable in a fast-paced fintech environment.

- Demonstrates integrity, respect, and alignment with organizational values, maintaining a continuous improvement mindset.

Technical Proficiency:

- Strong understanding of payment processing workflows, including ACH, chargebacks, and returned payments.

- Working knowledge of merchant onboarding and underwriting processes.

- Familiarity with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations and compliance requirements.

- Experience with process documentation, SOP creation, and workflow automation tools.

- Solid data management and reporting skills, including strong proficiency with Excel.


Technical Requirements:

Dual monitors (one of which may be a laptop screen), a headset, a webcam, and a hardwired computer connection (computer connected to the router via LAN cable, not Wi-Fi) are essential, along with the following minimum system specifications:

RAM: 8 GB
Storage: 128 GB SSD
Processor: Intel Core i3 or AMD Ryzen 3
Operating System: Windows 10

*This is a fully remote role and we do not provide equipment.

Desired Work Schedule:

Work schedule is 7:30 AM - 4:00 PM Pacific Standard Time (Monday through Friday)

We're offering:

- Ability to work remotely (Must work Pacific hours)
- Dependable salary
- Up to 10 working days of paid vacation per year
- Up to 5 working days of absences for illness per year
- US public holidays

*The specified number of vacation and sick days is based on a full year of employment (12 months)

If you fit this position, we'd love to see your resume

Employment Type: Full-Time, fully remote role
Location: Mexico / Guatemala / Peru / Colombia / Costa Rica / Ecuador / Nicaragua / Bolivia/El Salvador