Payments Risk & Underwriting Analyst

Shopmonkey is seeking an experienced Payments Risk and Underwriting Analyst to join our team. The analyst will play a critical role in delivering a great experience for our customers while protecting Shopmonkey from financial losses associated with payment processing activities. This role will specialize in persona approvals and dispute communication, conduct credit analysis on prospective and existing users, monitor merchant accounts, and review daily reports to identify potential fraud or credit risk situations.

You will have the opportunity to: 

• Persona Approvals:
• Evaluate and approve customer personas for access to Shopmonkey services, ensuring adherence to risk management policies.
• Conduct thorough reviews of customer information and documentation to validate authenticity and compliance.
• Maintain accurate records of Persona approvals and rejections, including rationale and supporting evidence.
• Work closely with the Compliance team to update and refine Persona approval criteria and procedures.
• Dispute Communication:
• Review all incoming chargebacks/disputes and assist merchants with filing rebuttals.
• Handle and resolve customer disputes with a focus on clarity, empathy, and professionalism.
• Communicate dispute outcomes to customers and internal stakeholders, ensuring transparency and understanding.
• Develop and maintain templates for dispute communications to ensure consistency and accuracy.
• Collaborate with the Customer Support and Legal teams to address complex dispute cases.
• Risk Monitoring and Analysis:
• Monitor merchant accounts to identify potentially fraudulent activity and make decisions on when to hold funds and close accounts.
• Conduct investigations into accounts that present fraud or risk exposure to Shopmonkey and make credit decisions based on the information reviewed.
• Gather and interpret data from credit reports, tax returns, financial statements, and other documentation.
• Identify patterns and trends to prevent fraud or future losses.
• Engage with merchants to collect negative balances.
• Prepare regular reports for senior management, highlighting key risk indicators and areas for improvement.
• All other duties as assigned.

We are looking for people who:

• Have 2+ years of experience in payments risk management and merchant underwriting with a merchant processor, payment facilitator, SaaS provider, or fintech company.
• Have a track record of being calm and assertive during escalated situations or negotiations and can diffuse these types of situations.
• Have strong empathy, with demonstrable foresight into the needs and challenges of our merchants.
• Are decisive, yet open to continual learning.
• …