Job Description

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 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.
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  You will have the opportunity to:
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   Persona Approvals:
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    Evaluate and approve customer personas for access to Shopmonkey services, ensuring adherence to risk management policies.
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    Conduct thorough reviews of customer information and documentation to validate authenticity and compliance.
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    Maintain accurate records of Persona approvals and rejections, including rationale and supporting evidence.
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    Work closely with the Compliance team to update and refine Persona approval criteria and procedures.
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   Dispute Communication:
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    Review all incoming chargebacks/disputes and assist merchants with filing rebuttals.
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    Handle and resolve customer disputes with a focus on clarity, empathy, and professionalism.
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    Communicate dispute outcomes to customers and internal stakeholders, ensuring transparency and understanding.
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    Develop and maintain templates for dispute communications to ensure consistency and accuracy.
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    Collaborate with the Customer Support and Legal teams to address complex dispute cases.
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   Risk Monitoring and Analysis:
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    Monitor merchant accounts to identify potentially fraudulent activity and make decisions on when to hold funds and close accounts.
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    Conduct investigations into accounts that present fraud or risk exposure to Shopmonkey and make credit decisions based on the information reviewed.
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    Gather and interpret data from credit reports, tax returns, financial statements, and other documentation.
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    Identify patterns and trends to prevent fraud or future losses.
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    Engage with merchants to collect negative balances.
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    Prepare regular reports for senior management, highlighting key risk indicators and areas for improvement.
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   All other duties as assigned.
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  We are looking for people who:
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   Have 2+ years of experience in payments risk management and merchant underwriting with a merchant processor, payment facilitator, SaaS provider, or fintech company.
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   Have a track record of being calm and assertive during escalated situations or negotiations and can diffuse these types of situations.
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   Have strong empathy, with demonstrable foresight into the needs and challenges of our merchants.
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   Are decisive, yet open to continual learning.
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   Are comfortable interacting directly with our merchants and payment processing partners.
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   Have proven strengths in time management, being detail-oriented, and able to multitask and prioritize tasks appropriately.
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   Have experience and understanding of know-your-customer (KYC) requirements, tools, and best practices.
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   Have knowledge of both consumer (B2C) and commercial (B2B) payments.
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   Are familiar with a variety of online payment methods, including debit cards, credit cards, ACH, and international payments.
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   Have experience working with Stripe&rsquo;s Connect platform is a plus.
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 In the United States the range is typically a salary of $65,000 to $70,000 + bonus + equity + benefits. The range provided is Shopmonkey&rsquo;s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.
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  🏡 Fully Remote Work!
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   $1,000 to set up your home office
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   $20 phone/internet monthly reimbursements
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   Virtual activities and in-person meet-ups
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   Laptop and super rad swag provided
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   Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally
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  Why Shopmonkey?
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 Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (
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  benefits below are mainly for U.S. based, full-time employees)
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 Other benefits vary upon location outside the United States, and employment status):
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  💪🏼 Health &amp; Wellness
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   Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
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   Short term and long term disability
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   Employee assistance program
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   Reimbursement for a personal health and wellness membership
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   Generous parental leave
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   401(k) available upon hire
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  ✈️ Time Off
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   11 paid holidays
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   Flexible time off - take the time off you need!
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  🥰 Giving Back
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   Matching donations for approved charitable organizations
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   Group volunteer efforts
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  🌟 Personal &amp; Professional Development
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   Weekly internal product &amp; company training sessions
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   Monthly events &amp; education activities focused on DEIB, personal and/or professional development
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   Individual career progression plans and leadership/management training
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 Check out our founder&rsquo;s story, life page, or hear from real employees about what it&rsquo;s like to work at Shopmonkey.
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 Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.
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  About The Industry
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 The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.
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  About Shopmonkey
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 Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.
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 Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the global car repair market, estimated to be worth more than $500B.
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 In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.
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 In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products &amp; Software Services).
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 Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 and 2024.
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  Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.
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  Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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  Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io.
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