Overview

Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.

Pushpay Processing, Inc. is the in-house payments provider serving the church market. Pushpay is the fastest growing company in its vertical market and a leader in simplicity and speed in mobile, web and text engagement giving. Pushpay Processing enables churches to take advantage of Pushpay’s powerful digital giving platform, designed to increase weekly donations to churches, and our processing team supports thousands of customers. We are looking for hardworking, motivated individuals who are interested in joining our dynamic organization.

About the Team

We are a small, dedicated and hard-working team, supporting not only our external customers but also working closely with internal teams within Pushpay. As a part of a fast growing company we are constantly learning to better ourselves and improve the way we do things. We are dedicated to excellence and providing the best possible customer experience.

About the Position: 

Senior Merchant Services Support provides support and escalation management for our internal Merchant Services Support, Customer Success and Processing Ops teams. Areas of specialization include Risk, Compliance and Processing Operations.

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category; and named as one of BuiltIn Seattle’s ‘Best Places to Work’

Benefits and Compensation:

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Flexible / remote working program
• 12 paid company holidays
• 15 days PTO to start, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do: 

• Support Advanced Onboarding, Underwriting and Risk escalations, stepping in to assist during busy periods
• Responsible for training and mentoring less experienced team members 
• Investigate credit card processing, monitor for chargebacks, flag suspicious refunds, and any suspicious/potential fraud on customer accounts
• Serve as subject matter expert for multiple core merchant services skills and assist with related requests as needed
• Act as liaison with internal cross functional partners to deliver an excellent customer experience
• Identify and evaluate quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements 
• Support for fraudulent activity and related post-mortems
• Responsible for User Account Maintenance of various systems 
• Escalation point for customer PCI support, billing issues and rate reviews
• Responsible for ensuring internal procedures are documented and kept up-to-date 
• Triage and handle high profile and/or time-sensitive escalations, including communication with internal stakeholders, processing partners  and customers when appropriate
• Performs other duties & responsibilities as required or assigned by Management 

What You'll Bring: 

• Payment Industry Certifications such as ACAMS, APRP, CPP
• Demonstrated analytical skills and ability to exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results 
• Good time management, written and verbal communication, and organizational skills 
• Acute Business Awareness – ability to focus on activities which add real value to the business and / or ability to identify business implications 
• Ability to deal with performance issues as they arise. 
• Detail oriented with ability to work independently or with the team and drive issues to completion with limited supervision
• Minimum of 3 years in Fintech or Payments space, preferably with a First Data partner.
• High School Diploma or higher required, bachelor's degree preferred

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven talent. Join Pushpay and grow with us!