Banking Operations Specialist

Who we areAbout Stripe

Stripe is a financial infrastructure platform for businesses. Millions
of companies - from the world's largest enterprises to the most
ambitious startups - use Stripe to accept payments, grow their revenue,
and accelerate new business opportunities. Our mission is to increase
the GDP of the internet, and we have a staggering amount of work ahead.
That means you have an unprecedented opportunity to put the global
economy within everyone's reach while doing the most important work of
your career.
About the team

Stripe Product Experience Ops (PXO) is at the forefront of building
scalable, tech-forward, users-first operations for the next generation
of fintech products. We work closely with Stripe's Banking as a Service
(BaaS) product teams - Issuing, Treasury, and Capital - to tackle our
users' most complex needs. Our team harnesses deep domain expertise in
banking and financial services, paired with Stripe's strength in
building simple, user-friendly software, to create industry leading user
experiences.
What you'll do

As a Banking Operations Specialist, you will be a subject matter expert
on card disputes, chargebacks, and/or transaction exceptions. You'll
manage our dispute intake and resolution processes and handle
transaction exceptions, using our internal tooling and working with our
User Operations team and our partner banks to ensure that all users have
an outstanding experience using Stripe.
Responsibilities

• Manage banking transaction exceptions, including ACH returns and
  reversals, user offboarding, and remote check deposit
• Deep dive into complex transactions and take appropriate actions in
  accordance with Stripe's policies and applicable regulations
• Communicate with Stripe's partner bank(s) to resolve transactional
  issues
• Manage dispute intake and dispute resolution processes
• Perform root cause analysis and identify lessons learned to inform
  operational procedures
• Understand and comply with Stripe and partner bank policy, laws,
  regulations, and the BSA/AML Program
• Provide world class support to our customers via email and phone, if
  needed, in order to resolve transactional questions
• Work with our dedicated developers to identify and support
  improvements and optimize tools

Who you are

We're looking for someone who meets the minimum requirements to be
considered for the role. If you meet these requirements, you are
encouraged to apply. The preferred qualifications are a bonus, not a
requirement.
Minimum requirements

• At least two years of back office operations experience in commercial
  or consumer banking
• Strong understanding of banking and card products
• Outstanding written and verbal communication skills
• Strong analytical skills and attention to detail
• Experience working directly with users who have questions regarding
  their disputes and/or transactions
• Experience owning queue-based work efforts and adhering to internal
  SLAs in a fast-paced environment

Preferred qualifications

• Familiarity with NACHA rules
• Experience working with Regulation E and Regulation Z
• Experience with SQL

Pay and Benefits

The annual US base salary range for this role is $85,300 - $115,500. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.
Associated topics: chief financial officer, controller, general manager, general operational manager, manage, organizational culture, president, staff, supply, vice president