The Exception Management Analyst will manage escalated exceptions, oversee settlement approvals, track disputes, and improve workflows in payment operations.
About Us
Move money. Make money. Finix is a full-stack acquirer processor, empowering businesses of all sizes with flexible, modern payment solutions. Processing billions of dollars annually, Finix enables SaaS, marketplace, and e-commerce platforms to accept payments, manage payouts, and onboard merchants seamlessly. With our no-code, low-code, and developer-friendly tools, businesses can get up and running in hours—not months.
Finix has raised over $175M, including a $75M Series C led by Acrew Capital, with participation from Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others.
About the Role:
The Exception Management Analyst is a critical member of Finix’s Payment Operations team. We are looking for a creative problem solver who can partner with our Customer Delivery and Risk Teams to manage exceptions and escalations. To be successful in this role, you must be detail-oriented, able to work with multiple stakeholders, and eager to resolve complex customer service inquiries. This role will allow you to leverage your communication, organization, and prioritization skills, along with your professional experience with payments, in order to effectively resolve customer questions and inquiries.
This is an in-office role.
You Will:
- Manage exceptions escalated from Support and Customer Delivery, including disputes, ACH returns, and failed payment instructions.
- Oversee daily settlement approvals and ensure all transactions meet cutoff deadlines.
- Support processor relationships, including audit responses and technical inquiries.
- Monitor and report on dispute rates, return percentages, and reserve accounts.
- Coordinate with Accounting on reconciliation-related exceptions.
- Track and verify dispute evidence submitted by internal teams and clients.
- Use internal tools to monitor dispute cases, deadlines, and communications.
- Communicate with clients and stakeholders to resolve discrepancies and issues.
- Provide regular reporting on case performance and resolution metrics.
- Stay up to date on payment regulations, chargeback rules, and best practices.
- Recommend and implement process improvements to reduce manual errors and streamline workflows.
- Manage failed funding workflows, identify root causes, coordinate payment retries, and partner with Customer Delivery and Finance to recover funds and minimize revenue leakage.
- Own collections for negative balance accounts and failed payouts, including merchant outreach, account escalations, and coordination with Legal when needed.
You Are:
- Results-oriented and motivated to produce results in a fast-growing company.
- An excellent written and oral communicator with the ability to turn frustrations into solutions.
- Detail-oriented and eager to put in the extra effort to ensure the work is complete and accurate.
- Actively engaged in the pursuit of new ideas and process improvements when given new data or with changing circumstances.
You Have:
- 4+ years of experience in a client-facing customer service role supporting Merchant Payment Acceptance.
- 1+ years of experience with with dispute or chargeback management.
- Deep knowledge of money movement, ACH operations, payment processing, and payment platforms.
- Strong attention to detail.
- Exceptional written, verbal, and interpersonal communication skills.
- The ability to interact with stakeholders across the organization and with multiple customers.
Finix San Francisco, California, USA Office
71 Stevenson Street, San Francisco, CA, United States, 94105
Similar Jobs
Machine Learning • Payments • Security • Software • Financial Services
The Senior Software Engineer designs, develops, tests, and deploys software solutions. They maintain and debug software while ensuring alignment with customer needs and managing business risks.
Top Skills:
Application DevelopmentSoftware SolutionsSystem Development Life Cycle
Machine Learning • Payments • Security • Software • Financial Services
The Technology Solution Center Analyst Lead provides technical support for clients, handles trouble tickets, performs software installations, and assists with performance analysis. Requires strong customer service skills and the ability to work independently.
Top Skills:
MS OfficeOutlookServicenow
AdTech • Digital Media • Marketing Tech
The Principal Technical Program Manager leads the strategic planning and execution of complex technical programs, aligning them with business goals and managing cross-functional teams.
Top Skills:
Advertising Technologies
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
