Payment Operations Specialist

Reports To:

VP of Payments

Department:
Payments

Location:

Remote

Position Type:
Full-Time

The Payment Operations Specialist is a hands-on payments generalist who helps Axis Care’s payments program run smoothly and grow. Your first focus will be merchant onboarding: owning applications from submission through active adoption of the product, so new customers can start taking payments inside our platform without delay. As we streamline and automate onboarding, the role will grow into broader payments operations, including resolving escalated payment issues, improving processes, and helping our teams and customers understand payments.

The right person brings real payments experience, is persistent and detail-oriented, and wants to help build a payments function, not just manage a queue.

• Own each merchant application from draft status through submission and active adoption, starting with clearing the current backlog. Help customers complete draft applications by regenerating links, following up and answering questions about application fields.
• Work with Sales and Account Management to gather complete business, ownership and banking information before submission.
• Review applications for completeness, accuracy and basic risk indicators (KYC/KYB) to raise first-pass approval rates.
• Serve as the point of contact between customers and our processing partner through adoption, owning communications and persistent follow-up on underwriting requests, missing documents and additional information requests.
• Escalate stalled or high-risk applications and adoption processes to the VP of Payments with a clear summary and recommended next step.

• Explain fees and account status to customers and internal teams, and resolve escalated payment questions, including funding timing, reversals, refunds, chargebacks and merchant statements.
• Provide requested supporting documentation, such as invoices, for flagged transactions in accordance with requirements for handling and protecting sensitive merchant information.
• Partner with our processing partner on account configuration, funding and transaction issues.
• Follow processor, card brand and Axis Care requirements for handling and protecting sensitive merchant information.

• Identify where onboarding breaks down and help design a simpler, more self-serve and automated process with Product and Payments leadership.
• Build and maintain documentation, checklists and playbooks so payments processes are repeatable as volume grows.
• Help Sales, Growth and Support teams understand payments basics and application requirements so deals close with less friction.
• Pull payments data and prepare weekly and monthly reports on the onboarding pipeline and key payments metrics, such as time to approval and first-pass approval rate.
• Create and maintain documentation for the migration process, and manage the large migration project planned for Q3 2027.

• 2+ years of payments operations experience, ideally in merchant onboarding or underwriting at a processor, Pay Fac, ISO, bank or software company with embedded payments.
• Working knowledge of how card and ACH payments work, including onboarding/KYC, funding, reversals and chargebacks.
• Strong attention to detail and accuracy in recordkeeping.
• Persistence and follow-through: you keep after an open item until it’s closed, and your fifth follow-up is as friendly as your first.
• Clear, professional communication with customers, partners and internal teams, including explaining payments topics in plain language.
• Strong organization and the ability…