The Senior Payments Specialist serves as a skilled subject matter expert in Merchant Services, responsible for managing complex reconciliations, resolving escalated disputes, and overseeing ACH, Check 21, and settlement adjustment processes. This role applies deep expertise and independent judgment to resolve high-impact issues, optimize workflows, and ensure compliance with banking regulations and organizational policies. The Senior Payments Specialist also acts as an informal team leader, mentoring colleagues, supporting cross-functional initiatives, and contributing to process improvements that enhance operational efficiency and client satisfaction.

Responsibilities

Perform complex account reconciliations and lead the resolution of high-priority discrepancies.

Handle escalated chargeback disputes, reversals, and adjustment requests with minimal supervision.

Provide expertise in ACH and Check 21 return processes, ensuring compliance with regulatory requirements.

Identify trends in failed payments and settlement distributions; recommend and implement solutions to reduce reoccurrence.

Collaborate with clients, banking partners, and internal stakeholders to resolve critical or sensitive issues.

Contribute to process improvement initiatives, leveraging expertise to enhance accuracy, efficiency, and compliance.

Serve as a mentor and resource to less experienced team members, providing guidance and training as needed.

Essential Functions

Independently resolve complex reconciliations, chargebacks, and adjustment cases.

Apply judgment and initiative in managing escalated payment issues and client inquiries.

Communicate effectively with external and internal stakeholders on high-impact matters.

Drive process improvements that enhance the efficiency and accuracy of payment operations.

Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

Maintain professional interaction with internal and external stakeholders

Ability to work in a fast-paced and high-stress environment

Minimum Qualifications

Deep knowledge of banking operations, payment processing workflows, and accounting principles.

Advanced proficiency with spreadsheets, reporting, and data analysis tools.

Strong problem-solving and decision-making skills with the ability to anticipate risks.

Excellent communication skills with experience managing escalated client or partner issues.

Proven ability to balance multiple priorities while leading or supporting projects.

Demonstrated leadership qualities, including mentoring and training team members.

Education and Experience Requirements

High school diploma or equivalent required; associate or bachelor’s degree in business, finance, or related field preferred.

Typically requires 4–6 years of related experience in banking, payment processing, or accounting.

Proven track record with credit card chargebacks, ACH, Check 21, and international payments.

Experience working with SQL or other query/reporting tools preferred.

AI & Operational Fluency

AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.

23.13 - 36.92 USD