Senior Merchant Services Manager (T3)

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 but dedicated and hard-working team, supporting not only our external customers but also working closely with other departments within Pushpay. As a part of a fast growing company we are constantly learning and 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:

Reporting to the VP of Processing, the Senior Merchant Services Manager is responsible for ensuring Pushpay Processing achieves and maintains all the compliance requirements of a Wholesale ISO including support for internal and external processing related audits. Will provide oversight to our internal Merchant Services team who manage the onboarding, underwriting, account maintenance, risk and compliance functions including ongoing screening, data cleaning, processing rate and periodic reviews. Will also manage processing related escalations from Customer Success and Operations. Will ensure that policies are kept up-to-date, procedures are aligned, documented and adhered to.

Key Responsibilities:

• Support Underwriter, Risk, Billing and Rate Review escalations, stepping in to assist during busy periods
• Ongoing review of accounts against approved guidelines
• Weekly reporting to VP of Processing including credit, underwriting and pricing overrides
• Work with processing partners and merchants to address funding issues and exceptions
• Support a limited number of POS merchants during sale, implementation and post-sale
• Key liaison to Ops to support workflow and process improvements, including changes related to underwriting and risk processes, updating queues, tasks and reporting
• Work with our award winning care team for payment related escalations
• Support training, development and improvement of internal policies and processes and audit procedures 
• Provide management insight into adherence to best practices
• Oversight of PCI Compliance audits/certifications including internal training, verification and enforcement
• Support for fraudulent activity including compliance filings if required, post-mortem, and development and implementation of new internal processes in response
• Process management and operational design
• Understanding of commercial and regulatory requirements on business, and adherence to these
• Management of portfolio and organizational risk, including audit, account and price reviews
• Management of risk controls and measures
• Support special projects

Basic Qualifications:

• Four-year degree or higher required
• Minimum of 5 years in Fintech or Payments space, preferably with a First Data partner

Preferred Skills:

• Operational Management Experience
• Payment Industry Certifications such as ACAMS, APRP, CPP
• Payment Industry Experience, preferably with both card and ACH payments
• Risk and governance management experience in a financial services or payments background
• Capable of reporting at a management level, while able to “roll up sleeves” and work at the coal face
• Mathematics and English grades A* to C, or equivalent
• Extremely detail and number driven with excellent numerical and analytical skills
• Data Analysis – ability to gather and interpret data and derive meaningful analysis
• Technically confident, flexible, adaptable and comfortable in a dynamic and rapidly changing environment
• Organization - ability to work on a number of tasks in parallel with minimal supervision
• Strong communicator (written and verbal) across all levels of the business
• Initiative and self-motivation: passion for “getting things done”
• Being business aware – focus on activities which add real value to the business; ability to identify business
• implications inherent in the figures
• Be honest and open and deal with performance issues as they arise
• Inspire confidence
• Good time management, written and verbal communication, and organizational skills
• Ability to make decisions independently as well as work as part of a team
• Ability to function in a fast-paced, changing environment with multiple priorities
• Ability to accurately represent facts, offer solutions, and identify concerns
• Pro-active learner but also teachable