Payment Investigations Expert

About this role

Behind every payment is someone who expects things to simply work. People shouldn't have to wonder where their money is or what's happening next. As a Payment Investigations Expert, you make payments feel effortless by giving our users fast answers, clear communication, and complete confidence in every interaction. That's your mission.

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Take Ownership

As our Payment Investigations Expert, you'll own the end-to-end payment investigation journey, from the moment an issue surfaces to the moment it's resolved and prevented from happening again.

• Build and scale AI-powered automation for payment investigation flows, driving auto-handle rates higher and continuously raising the ceiling each quarter.
• Track investigation performance and user satisfaction through Looker and Amplitude, running monthly gap analyses to turn structural issues into clear, actionable process improvements.
• Define and maintain handling guidelines, KPIs, and decision logic that ensure every investigation is handled consistently, compliantly, and fast, regardless of who or what is executing it.