Fraud Payment Specialist: Part Time - Morning Shift

About Hearth

Hearth is a Fintech startup revolutionizing the home improvement industry. Our SaaS platform is relied on by more than 14,000 small business owners, giving them the financial tools they need to win more projects and simplify their business. While we are growing fast and scaling our team, we are just getting started in an industry that generates $500B in annual revenue while powering the American economy. Our platform is leveraged to create and grow tens of thousands of jobs and help millions of homeowners achieve the American Dream. 

Backed by 8VC, Founders Fund, Human Capital, and other prominent VC firms, Hearth has raised over $50M, grown to ~200 employees, and is one of the fastest growing startups in the home improvement space.

The opportunity

We are seeking a motivated Payments Specialist to join our team, specializing in investigating and resolving disputes, while actively preventing and mitigating fraudulent activities related to digital payments across the organization. The Payments Specialist will be responsible for scrutinizing, resolving, and managing disputes related to payments and subscriptions, ensuring strict adherence to all applicable regulations and company policies. 

Responsibilities:

• Review, process, and resolve payment and subscription disputes in Stripe in accordance with regulatory standards and internal policies.
• Engage with homeowners, contractors, and various departments to collect necessary information to settle payment disputes effectively.
• Monitor and analyze trends related to payment and subscription disputes.
• Scrutinize customer information and documentation for accuracy and completeness.
• Utilize Stripe and data analytics tools to implement proactive strategies for identifying and preventing fraudulent activities by analyzing transaction data, recognizing suspicious patterns, and taking corrective action. 
• Develop, maintain, and update policies and procedures related to payment and subscription disputes.
• Follow up on lost disputes and collect outstanding balances.
• Engage directly with customers to negotiate payment arrangements for delinquent or overdrawn accounts. 
• Regularly review aging reports and follow up on overdue accounts, escalating to senior management as required.
• Answer phone calls, texts, and customer emails and work diligently to resolve their queries in real time

Requirements:

• 1-2 years of experience in a payments-related role, preferably with experience in handling payment and subscription disputes.
• Previous experience resolving customer issues, questions, or concerns through phone calls, texts and emails.
• Previous experience in collections strongly preferred.
• Strong analytical and problem-solving skills.
• Exceptional communication skills, both written and verbal.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Familiarity with relevant regulations, such as Reg. E and FDCPA is desirable.
• Ability to adapt swiftly to a dynamic, fast-paced environment.

Additional Job Description:

• Base hourly salary: $25/hr
• Remote work environment
• This role is part-time with shifts Monday - Friday 9:00am EST - 1:30 pm EST and Saturdays 3:00pm EST - 5:00pm EST