Servicing Operations Analyst

What you get to do: 

As the Analyst for Servicing Operations, you will join the Customer Solutions team and report to the Manager of Customer Solutions. Your core responsibility will be to execute daily payment operations, ensuring that customer accounts accurately reflect all payment activity. This work is critical as it directly maintains the quality of customer records and supports the accuracy of the company’s financial reporting.

• Handle the end-to-end processing of various payment and refund types (e.g., ACH processing, refunds, returns, rescissions, etc), ensuring accuracy, timeliness, and adherence to established procedures
• Assist in daily and monthly reconciliation of transaction activity, investigate discrepancies, and ensure accounts are balanced
• Support the generation and review of periodic reports, verifying the completeness and accuracy of all payment batches and critical data
• Serve as a first point of contact for routine payment and return inquiries, analyzing and resolving transaction exceptions and escalations under established guidelines
• Work closely with team members, internal departments, and third-party vendors to troubleshoot processing issues and ensure smooth transaction flows
• Help identify opportunities to make our processes more efficient and secure by flagging inconsistencies or potential risks to departmental leadership
• Participate in departmental projects, assisting with tasks such as data gathering, system testing, and procedure documentation to support our team's growth and scalability
• Gain in-depth knowledge of critical payment operations, including ACH returns, payment refunds, and check payments, by supporting the Customer Solutions team
• Perform other ad-hoc tasks as required

What you will bring to the team:

• High School Diploma required

• A minimum of 1-2 years of experience in a financial services, banking, or a similar data-intensive operational role; direct payment processing experience is highly preferred
• Proficiency in the Microsoft Office and Google Suite with strong data entry skills with the ability to comfortably navigate multiple computer systems simultaneously
• Strong analytical and problem-solving abilities with a proven capacity to investigate and resolve complex issues with persistence and attention to detail
• Excellent oral and written communication skills, with the ability to confidently and professionally interact with clients, team members, and management
• A dedication to providing exceptional customer service, demonstrated by an ability to effectively manage and resolve inquiries in a timely manner
• Ability to work effectively and efficiently both independently and as part of a team in a fast-paced, collaborative environment
• Solid time management and organizational skills, with the capability to process a high volume of transactions with precision and consistently meet deadlines
• A positive, professional, and proactive approach to work, showing ownership of tasks and the determination to see problems through to resolution
• A strong understanding of, or the ability to quickly learn, relevant financial rules, regulations, and internal policies
• A willingness to ask questions to ensure clarity and a commitment to continuous learning and development in the role

Desirable Skills: 

• Advanced proficiency in Google Sheets and Microsoft Excel, with the ability to perform complex data analysis using functions like VLOOKUPs, pivot tables, and macros to interpret and organize large datasets.
• Foundational project management skills with a demonstrated ability to contribute to initiatives, track progress, and apply analytical thinking to achieve project goals.
• A general understanding of SQL (specifically Snowflake) and the ability to execute basic queries for data extraction and analysis.

Reports to: Manager, Customer Solutions

Job Level: Analyst