Original listing text, shown exactly as published by the company.
Expectations (In this role, you will:)
- Own settlement issues from investigation through resolution, ensuring transaction accuracy while balancing partner experience, financial impact, and operational judgment.
- Research and resolve settlement-related issues, including payment discrepancies, adjustments, refunds, chargebacks, and account-level concerns.
- Investigate transaction and account data to identify root causes, validate information, and ensure accurate settlement outcomes.
- Partner cross-functionally with Finance, Support, Account Management, Product, Engineering, and other teams to resolve complex issues and drive permanent fixes.
- Identify recurring issues and improve settlement processes, tooling, documentation, and workflows to increase accuracy, reduce manual work, and support operational excellence.
- Communicate clearly and professionally with merchant partners, fuel code users, and fleet card users throughout the resolution process.
- Leverage AI tools, systems, and repeatable workflows to improve efficiency, quality, documentation, and decision-making.
- Support reconciliation, reporting, transaction reviews, and other operational priorities as needed.
Experience (What we look for:)
- 2+ years of experience owning claims, cases, escalations, or operational issues from investigation through resolution.
- Strong analytical and investigative skills, with the ability to identify discrepancies, determine root causes, and validate information before taking action.
- Strong attention to detail and sound operational judgment when balancing accuracy, risk, partner experience, and business priorities.
- Experience working with spreadsheets, internal systems, ticketing platforms (Zendesk is a plus), dashboards, and transaction-level data; intermediate Excel or Google Sheets experience is preferred.
- Able to prioritize competing work, manage multiple investigations simultaneously, and meet deadlines without sacrificing quality.
- Strong written and verbal communication skills, with the ability to explain complex payment or account issues clearly and professionally.
- Comfortable working independently while collaborating closely with cross-functional teams to resolve issues and improve processes.
- Demonstrated ownership mindset with a focus on operational excellence, continuous improvement, and solving problems beyond the immediate issue.
- Experience using AI tools, systems, or repeatable workflows to improve productivity, analysis, documentation, or decision-making is a plus.
- Prior experience in payments, fintech, finance operations, reconciliation, merchant services, or customer support operations is a plus.
