About The Role

What You'll Do

Daily Operations & Monitoring

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Monitor approval rates, decline reasons, and processing anomalies across all active PSPs using operational dashboards.
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Flag deviations from baseline early and escalate with clear, source-backed evidence.
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Track PSP uptime, incidents, and processor-side issues, and keep an operational log.

PSP Escalations

Serve as the point of contact for PSP support channels (email, Slack, ticketing portals) on operational issues: failed transactions, missing settlements, KYC/AML holds, refunds, and chargebacks.

Draft clear, professional communications to PSPs in English, including the specific transaction IDs, timestamps, and amounts needed to resolve issues quickly.

Follow escalations through to closure and document root cause.

Data Analysis & Reconciliation Support

Run and modify SQL queries to validate PSP volumes, settlements, fees, and approval metrics.

Support weekly and monthly PSP reconciliations by comparing processor reports, Databricks/Tableau data, bank settlements, and Finance records, respecting date basis, status semantics, and coverage boundaries.

Maintain and improve Google Sheets dashboards (advanced formulas, pivots, Apps Script where helpful).

Never sum, match, or close a reconciliation from memory or estimation; every figure must be measured from source.

Documentation & Process

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Update SOPs, runbooks, and PSP profiles as processes evolve.
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Contribute to the reconciliation automation program by documenting current manual steps and edge cases so they can be codified in Databricks/Tableau/Corefy.

Reporting

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Prepare weekly operational summaries covering approval rates, volumes, incidents, and open escalations.
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Support ad-hoc analyses requested by the Payments Ops Manager or Finance.

Must-Have Qualifications

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5+ years in payments operations, PSP reconciliation, or fintech data analysis.
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SQL proficiency, able to write, read, and debug queries independently; Databricks experience preferred.
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Advanced Google Sheets skills, including complex formulas (INDEX/MATCH, QUERY, ARRAYFORMULA), pivot tables, and structured workbook design; Apps Script is a plus.
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Direct PSP experience with settlements, chargebacks, refunds, decline codes, MID/gateway concepts, and reconciliation between processor and bank.
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Fluent English, written and spoken, for daily PSP correspondence and internal communication.
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Auditable working style: cites sources, distinguishes payment date vs. settlement date, and flags coverage gaps instead of guessing.
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Reliable async communicator across Slack, email, and ticketing systems, comfortable working across time zones.

Nice to Have

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Spanish (working with a bilingual team).
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Experience with any of: Worldpay, PayNearMe, MuchBetter, Rapyd, MassPay, crypto, Corefy.
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Exposure to card, APMs, and alternative rails (bank transfers, wallets, cash-based).
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Familiarity with Tableau or similar BI tools.
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Experience with iGaming, poker, or high-volume consumer payments.
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Compliance/AML/KYC operational awareness.