Exception Management Analyst
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Overview
Schedule
Full-time
Career level
Senior-level
Remote
Remote
Compensation
$70,000-$115,000/year
Job Description
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 is an equal-opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.
Role: Exception Management Analyst
Level: IC3
Location: San Francisco, CA
Base Salary Range: $70,000 - 120,000/yr + Equity + Benefits
Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
FAQs About Exception Management Analyst Jobs at Finix
What is the work location for this position at Finix?
This job at Finix is located in San Francisco, CA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Finix?
Candidates can expect a pay range of $70,000 and $115,000 per year.
What employment applies to this position at Finix?
Finix lists this role as a Full-time position.
What experience level is required for this role at Finix?
Finix is looking for a candidate with "Senior-level" experience level.
Does Finix allow remote work for this role?
Yes, this position at Finix supports remote work, giving candidates the flexibility to work outside the primary office location.
What is the process to apply for this position at Finix?
You can apply for this role at Finix either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.