Payment Operations Specialist

About Highnote 

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an all in one card issuer processor and program management platform. We give digital-first organizations the flexibility to easily issue and process payment cards that accelerate business growth and profitability. 

We’ve raised $104M+ and grown our team to 120+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 25+ US states. 

Operating through our core values of customer obsession, executional excellence, intentional inclusion, we’re helping businesses grow for the future by creating the payment products demanded by tomorrow, with the ability to solve for use cases that don’t exist yet.

We are fast-moving, hands-on, and strongly believe everyone deserves a seat at the table. We believe we’re unlocking incredible opportunities that can change the future of payments, as long as we have the right people to make it happen. 

Job Description 

Highnote is seeking a Payments Operations Specialist to join our team to perform and continuously improve the processes with our bank and card network partners. This role will work closely with the Head of Finance to navigate between product, engineering, sales, customer support, risk, compliance and finance in setting up and managing new banks and other payment partners. Additionally, this role will help manage all transaction and payments activity across our systems and bank accounts including reporting, reconciliation, disputes/charge and troubleshooting. The successful candidate will use their prior experience to help develop and document the processes, metrics, and reporting required to perform this function. 

What you’ll be doing:

• Own daily ACH monitoring - Ensure reconciliation accurate, serve as Subject Matter Expert to the organization, run point from an operations standpoint on any issues, manage NOC process with customer support, insure accurate ACH return posting, identify process improvements for ACH activity, ensure compliance with NACHA rules and guidelines
• Ensure billing accuracy for ACH activity and identify opportunities for improvement and efficiencies
• Design and create reports using Looker Studio to solve pain points and create process improvements for PaymentOperations
• Assist with daily, weekly and monthly reconciliation activities adhering to internal procedures, policies and customer/partner commitments 
• Create and maintain
• ACH Return Metric reporting to Leadership on a weekly and monthly basis
• ACH, PaymentOps and Bank Reporting Knowledge Base in wiki
• Partner with Product, Engineering to document requirements, facilitate testing and implementation feature improvements related to ACH and Payment Operation tooling
• Partner with Technical Writing team to make improvements to customer facing reconciliation, ACH, and money movement documentation
• Troubleshoot and conduct day to day research of payments activity, disputes/chargebacks and reconciliation issues 
• Own all bank communications, address inquiries and requests with internal Highnote teams, and drive research/resolution internally related to Bank Reporting and ACH
• Partner with team members to own and develop process improvement plans for our Payment Operations team
• Design leadership reporting on reconciliation and PaymentOps related metrics
• Develop and roll out reconciliation processes related to disputes/chargeback; suggest process improvements for other teams involved in disputes/chargeback

What we are looking for:

• 8+ years operations experience in a fast paced company, preferably fintech, with 3+ years of hands on experience in payment operations, payment processing or digital banking
• Deep knowledge of payments processing, technology, settlements and money flows in card issuing or card networks and ACH
• A solid support operations knowledge base in a fintech related field 
• Experience with payments related tools, systems, and data 
• Strong analytical skills that result in being an excellent problem solver with the ability to quickly get to the root of a problem, see patterns and formulate solutions
• Solid working knowledge of accounting concepts and terminology, particularly account reconciliations
• Detail oriented and tenacious to track and trace all payment transactions and outcomes 
• Excellent Excel/Google Sheets skills a must 
• Travel and in person training/work sessions as needed.

What it takes to be successful:

• Strong communication skills to develop and perform processes and reporting and to communicate issues, solutions and recommendations
• Positive, enthusiastic, highly organized with an excellent work ethic and a desire to be “hands-on” while also creating a best in class function from the ground up.  
• Ability to tackle problems and queues efficiently, while still maintaining a high-level of accuracy needed to service our customers. 
• Maintain a strong and healthy sense of curiosity. You have a desire to understand the root-cause to any problem, evaluate explanations provided, and perform due diligence to validate your understanding. This spans across all aspects of your work. 
• Ability to set/achieve goals and own deliverables with little supervision.

Why Highnote?

• We’re a startup that allows for our employees to truly build from the ground up and impact every layer of our organization. 
• We’re a team of payments obsessed individuals. While some of us come from the fintech world, some of us don’t. We value the varied backgrounds and the diverse perspectives of our employees. 
• We’re small on hierarchy and big on growth. We’re a flat organization that allows everyone to have direct exposure to our leadership team. We are looking for builders who thrive in ambiguity. 
• We’re backed by Oak HC/FT, Costanoa Ventures, and XYZ Ventures. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).

Highnote benefits

• Flexible Paid Time Off 
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
• Equity in Highnote
• Stipend to build out your home office; internet and phone reimbursement
• At Highnote we have built a total rewards philosophy that includes fair, equitable, geo-based compensation that is performance and potential based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits. In compliance with the Equal Pay for Equal Work Act, the annual salary range for applicants is $125,000-$160,000. 

Please note that positions located in San Francisco are hybrid and include core working days of Tuesday, Wednesday, Thursday in office.  We provide flexible work options based on distance from our downtown SF office. Highnote believes in the power of face-to-face, personal connection. As a result, we prioritize in-person candidates. 

Highnote is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people from all backgrounds and identities to apply. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e.: she/her, he/him, they/them, etc).