Product Operations Specialist, Servicing San Francisco, CA

Parafin, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 118,000 - 123,000; Full time

Benefits offered by this job

Equity grant

Unlimited PTO

Work from home flexibility

Free lunches

Paid parental leave

401(k)

Employee assistance program

Job summary

Parafin, Inc. is seeking a Servicing Specialist to support our merchants daily, ensuring a positive payment experience and smooth operation of payments, fraud, and servicing.

You will be a critical operator of our product suite and work closely with the Servicing Ops Lead to solve issues for hundreds of thousands of merchants and help optimize recovery rates. This role requires a hands-on, entrepreneurial mindset, strong communication skills, and a dedication to continuous improvement in a

Qualifications

• 2+ years of experience with loan servicing.
• Strong understanding of payments, ACH failures, and return codes.
• Experience reviewing and resolving payment disputes/chargebacks, including compiling evidence and representing cases to banks or card networks.
• Familiarity with transaction monitoring — identifying fraud signals, unusual account activity, or high-risk patterns and escalating appropriately.
• Thrive in an entrepreneurial environment.
• Data-driven approach to monitoring and optimizing recovery rates.
• Desire to have an impact, grow your career, and be a game changer in the space for Parafin.

Responsibilities

• Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks to ensure full payment collections.
• Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues.
• De-escalate scenarios and present resolutions for tough-to-navigate situations.
• Identify and track payment issues to ensure transparency and decrease missing payments over time.
• Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed.
• Review and respond to payment disputes, gathering documentation and evidence to represent Parafin's position with bank and card network partners
• Monitor transaction activity for fraud indicators or anomalous patterns, escalating high-risk cases per policy in a timely manner
• Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers.
• Work directly with management and product ops managers for ongoing improvements of the merchant experience, including but not limited to systems, process, and product-level improvements.
• Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants.
• Review current processes and provide feedback on how to improve the function, question the status quo as well as call out inefficiencies to address.
• Support other product functions with your specialties as needed.

Skills

Loan servicing

Payments understanding

Dispute resolution

Fraud monitoring

Data-driven recovery

Job description

At Parafin, we’re on a mission to grow small businesses.
Small businesses are the backbone of our economy, but traditional banks often don’t have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on.
We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners.
We’re a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more — all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities.
Join us in creating a future where every small business has the financial tools they need.

About the Position

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's product suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best-in-class processes for payments, fraud, and servicing, and work directly with our Servicing Ops Lead to solve problems for hundreds of thousands of merchants. You will always have a seat at the table, given a platform to share your thoughts and suggestions for improvement!

Are you a customer-obsessed operational problem solver excited to work at a fast-growing startup to help grow small businesses? If so, come join us!

What You’ll Be Doing:

Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks to ensure full payment collections.

Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues.

De-escalate scenarios and present resolutions for tough-to-navigate situations.

Identify and track payment issues to ensure transparency and decrease missing payments over time.

Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed.

Review and respond to payment disputes, gathering documentation and evidence to represent Parafin's position with bank and card network partners

Monitor transaction activity for fraud indicators or anomalous patterns, escalating high-risk cases per policy in a timely manner

Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers.

Work directly with management and product ops managers for ongoing improvements of the merchant experience, including but not limited to systems, process, and product-level improvements.

Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants.

Review current processes and provide feedback on how to improve the function, question the status quo as well as call out inefficiencies to address.

Support other product functions with your specialties as needed.

What We’re Searching For:

2+ years of experience with loan servicing

Strong understanding of payments, ACH failures, and return codes

Experience reviewing and resolving payment disputes/chargebacks, including compiling evidence and representing cases to banks or card networks

Familiarity with transaction monitoring — identifying fraud signals, unusual account activity, or high-risk patterns and escalating appropriately

Thrive in an entrepreneurial environment

Data-driven approach to monitoring and optimizing recovery rates

Desire to have an impact, grow your career, and be a game changer in the space for Parafin

We Prefer If You Have:

Experience working in a fintech startup.

Experience building a team and processes from the ground up

Fluency in (or desire to learn) data analysis skills and tools, such as SQL / R / Python

What We Offer

Salary Range: $118k - $123k

Equity grant

Unlimited PTO

Work from home flexibility

Free lunches

Paid parental leave

401(k)

Employee assistance program

U.S. EQUAL EMPLOYMENT OPPORTUNITY INFORMATION (Completion is voluntary and will not subject you to adverse treatment)

Parafin, Inc. provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other classification protected by applicable law.

We invite all applicants to voluntarily self-identify their race, ethnicity, and gender. Submission of the information on this form is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. Information obtained will be retained in a confidential file and separate from personnel records. This information may only be used in accordance with the provision of applicable federal laws, executive orders, and regulations. If you want more information about any of the sections, please check with a company representative.

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• Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.

• White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa.

• Black or African American (Not Hispanic or Latino) - A person having origins in any of the Black racial groups of Africa.

• Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands.

• Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.

• American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment.

• Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races.

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