Payment Underwriting & Operations Specialist
Description
The Payment Underwriting & Operations Specialist plays a pivotal role in managing the full onboarding submission and support lifecycle within the Tyler Payments ecosystem. This includes, and is not limited to, handling new account setups, add-on services, and transitions related to acquired or migrated accounts while evaluating and assessing risk to ensure compliance with regulatory requirements, card network rules, and company risk policies. This role will serve the business as a point of contact for onboarding-related inquiries and account setup troubleshooting, ensuring seamless transaction processing and responsive support for internal stakeholders.
Success in this role depends on strong communication, consistent quality assurance, effective knowledge‑sharing, excellent customer service, solid organization, technical aptitude, problem‑solving skills, risk-averse leaning, and sharp attention to detail to ensure accounts are onboarded accurately and projects stay on track. All team members are expected to collaborate closely with third-party vendors, as well as finance, fulfillment, technical, and customer service teams, to deliver a white-glove experience.
Responsibilities
- Risk & Regulatory Review: Review and analyze merchant applications, and other supporting documentation. Assess risk exposure based on industry type, processing volume, chargeback history, and business model. Make approval, decline, or conditional approval decisions in accordance with company policies. Identify potential fraud risks and escalate high-risk applications as needed. Support merchant website scanning and verification.
- Compliance & Regulatory Adherence: Ensure adherence to card network rules (e.g., Visa, Mastercard) and internal policies. Perform KYC (Know Your Customer), AML (Anti-Money Laundering), EIN (Employer Identification Number) and OFAC (Office of Foreign Assets and Controls). Keep accurate and audit-ready records of underwriting decisions.
- Document collection, data entry & verification: Ensure all required paperwork is submitted, accurate, and compliant with Tyler Technologies and third-party vendor standards. Document merchant information and internal communication within the Client Record Management systems. Keep accurate and audit-ready records of underwriting decisions
- Submissions: Merchant Underwriting, Merchant Boarding Application, Amendments, Service Add submission and communication with third-party vendors.
- Progress tracking: Maintain and monitor onboarding milestones keeping detailed records of merchant status and internal interactions. Support ongoing risk and underwriting reviews.
- Quality Assurance: Evaluate merchant credentials and setup provided by third-party vendors to ensure accuracy.
- Implementation Handoff: Document merchant credentials, complete hardware submission requests, and provide internal clients/implementation teams and business units with the merchant credentials.
- Issue resolution & support: Address and resolve any errors that are a direct result of the account setup/merchant credentials. This may include coordinating with third-party payment processors/vendors to address technical issues, account setup, or updates. Clear communication is imperative. Addressing support tickets, not limited to Jira environment, such as TPE Banking, Name Changes, etc.
- Customer Service: Provide white-glove support to internal partners and peers, including clear communication and proper account documentation regarding expected outcomes, troubleshooting, and account details. Clear communication is imperative.
- Devices, Tyler & third-party product assistance: Assist internal partners and peers with navigating payment platforms, such as online payment gateways and reporting portals to ensure they have the information and tools needed to complete tasks, reviews, and payment transactions successfully.
- Collaboration: Actively participate in team and company Teams chats and meetings. Attend Level 10 team meetings where team members identify areas of improvement, account issues, trends, etc. and provide examples for solutions. Communicate honestly and respectfully with peers, partners, vendors, and across the Tyler organization - always keeping One Tyler top of mind.
Qualifications
- A bachelor’s degree in business, finance, or related discipline is preferred but not required.
- 2-3 years of relevant experience in an underwriting or onboarding role, customer service, financial operations, or payment processing is highly valued.
- Credentialing: Accredited Payments Risk Professional (APRP), Certified Payments and Fraud Prevention Professional (CPFPP), National Check Professional (NCP), or Payment Card Industry Data Security Standard (PCI DSS) is highly valued but not required.
- Working knowledge of payment platforms including Payliance, FISERV, and Chase ISO is highly valued.
- Demonstrated ability to solve problems effectively, with sharp attention to detail.
- Exceptional communication skills, both written and verbal.
- Proven capability to thrive in fast-paced environments while managing multiple priorities.
- Fundamental understanding of financial transactions and payment systems is preferred.
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