Product Operations Specialist, Servicing

$85,000 - $100,000/Yr

Parafin - San Francisco, CA

Full-time - Entry Level

Remote - San Francisco, CA

Credit Intermediation and Related Activities

About the position

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's products suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best in class processes for payments, fraud, and servicing, and work directly with our Servicing Ops Lead to solve problems for hundreds-of-thousands of merchants. You will always have a seat at the table, given a platform to share your thoughts and suggestions for improvement!

Responsibilities

• Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, errors handling and other related tasks to ensure full payment collections.
• Provide quality service to small business owners via email, SMS, and phone with 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 status quo as well as call out inefficiencies to address.
• Support other product functions with your specialties as needed.

Requirements

• Strong understanding of payments
• 2+ years of experience with loan servicing
• 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

Nice-to-haves

• 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

• Salary Range: $85k - $100k
• Equity grant
• Medical, dental & vision insurance
• Unlimited PTO & work from home flexibility
• Commuter benefits
• Free lunches
• Paid parental leave
• 401(k)
• Employee assistance program