Sr. Operations Specialist (Payments)

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

Our Payments team empowers Appfolio to move money.  We manage many different forms of payment methods for our customers.  As a Senior Payments Operations Specialist, you will be responsible for building out and managing payments operations programs, including maximizing payment acceptance, driving lower costs, and minimizing risk & friction within the customer payment experience. 

This role sits within the PRO team (Partnerships, Risk & Operations), under the Operations section of the team. The PRO team’s mission is to deliver and run safe, sustainable, and efficient GPS+ (FolioGuard, Payments, Screening) services underpinned by a thriving ecosystem of strategic partnerships with a relentless focus on optimization and operational excellence.  You will be deeply involved in managing areas of payments programs, implementing functionality and processes, adapting our money movement systems to changing industry requirements, and monitoring our systems for accuracy and efficiency.

In This Role You Will

• Work cross-functionally throughout the organization (engineering, analytics, risk & fraud, customer care, product, finance, CS, legal, etc.) to help build best-in-class payment programs and ensure safety and sustainability 
• Work with the payments data and analysis teams to create, monitor and maintain payment operational metrics
• Identify new opportunities for payment acceptance performance improvement and risk mitigation with payment partners
• Participate in cross-functional teams to prioritize and launch new payment methods and features for existing payment programs
• Support variety of cross functional stakeholders and external partners with any payment related exceptions or issues
• Work with the Partnerships team to manage partner performance and support needs
• Approach problems with rigorous quantitative and strategic analysis
• Help enhance requirements for the base set of mandatory reporting needs of the payments business  
• Assist internal teams with various payment support requests
   

Required Competencies:

• 3-5 years experience in payment operations or related roles
• In Depth Knowledge of credit/debit card, ACH, or alternative payment processing within an e-Commerce environment
• Self-starter who is solution focused, ability to handle multiple initiatives in a highly customer focused environment
• Strong written and verbal communication skills
• Proven ability to successfully build strong relationships with stakeholders and teams around the organization
• Excellent judgment and demonstrated attention to detail
• Strong understanding of payment lifecycle including authorization, funding, settlement, exception (chargebacks, ACH Returns) processing and reconciliation processes
• Familiarity with card schemes and Nacha regulations

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is $94,400-$118,000.

The actual base salary for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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