Payments Specialist

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.
The Payments Specialist is a critical contributor within Entrata’s Merchant Services organization, responsible for the accurate, timely, and policy-compliant execution of core payment operations functions. This role supports the processing and resolution of Proof of Authorizations (POAs), merchant account terminations, chargebacks, disputes, claims, and related payment activities. The Payments Specialist partners closely with U.S.-based teams, underwriting, risk, compliance, and external payment partners to ensure operational excellence, mitigate risk, and uphold established Service Level Agreements (SLAs). Success in this role requires strong analytical capability, attention to detail, process discipline, and the ability to manage multiple priorities in a fast-paced, compliance-driven environment.

Payment Operations Execution

• Process Proof of Authorizations (POAs), merchant account terminations, chargebacks, disputes, credits, reversals, and claims accurately and within defined SLAs.
• Ensure all documentation meets internal policy standards and payment network requirements.
• Maintain accurate merchant account (MID) records and ensure account updates are completed in a timely and compliant manner.
• Monitor assigned queues daily to ensure all payment tasks are tracked through final resolution in appropriate Google Sheets, systems, etc.

Risk & Compliance Support

• Identify potential risk indicators and escalate concerns appropriately.
• Support internal and external audit activities by maintaining thorough documentation and clear audit trails.
• Adhere strictly to company policies, payment processing regulations, and established SOPs.
• Contribute to a risk-conscious culture by ensuring procedural accuracy and sound decision-making.

Cross-Functional Collaboration

• Serve as a liaison between India-based operations and U.S. Payments Teams to ensure effective communication and issue resolution.
• Respond professionally and promptly to underwriting, client, and internal stakeholder inquiries

Reporting & Operational Support

• Update and maintain operational trackers, reporting dashboards, and shared documentation (Google Sheets, Excel, Client Admin, and other systems).
• Assist in compiling and maintaining metrics related to chargebacks, POAs, terminations, claims, and SLA performance.
• Contribute to process documentation updates and continuous improvement initiatives.
• Support automation efforts by identifying repetitive tasks and opportunities for workflow optimization

Key Performance Expectations

• Consistent accuracy and quality across all payment operations tasks.
• On-time completion of assigned tasks within established SLAs.
• Strong documentation standards supporting audit readiness.
• Clear, professional communication with internal and external stakeholders.
• Adherence to SOPs and compliance requirements.
• Demonstrated ownership of assigned workflows through final resolution.

Minimum Qualifications

• 1–3 years of experience in payment operations, merchant services, financial operations, underwriting support, or a related field.
• Working knowledge of payment processing workflows, including credit cards, ACH/EFT, and chargeback processes.
• Experience handling disputes, reversals, or payment exception cases.
• Proficiency in Microsoft Office Suite, particularly Excel (including formulas and structured reporting) and Google Suite, particularly Google Sheets.
• Strong organizational and time management skills with the ability to manage competing priorities.
• Exceptional attention to detail and accuracy.
• Clear, concise, and professional verbal and written communication skills.
• Ability to collaborate effectively across teams and maintain positive relationships with internal stakeholders and external partners (banks, processors, networks).

Preferred Qualifications

• Experience working within merchant services or payment processing platforms.
• Familiarity with payment network rules, chargeback lifecycle management, and compliance standards.
• Proficiency in Google Suite, particularly Google Sheets.
• Basic knowledge of SQL and comfort working with operational datasets.
• Experience supporting audit or compliance-related processes.

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
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