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Parafin Logo Parafin · IT - Administration

Product Operations Specialist, Servicing

United States, San Francisco 118000.00 - 123000.00 USD / Year · Job Posted February 21, 2026
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Job Description

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's product suite by providing a positive payment experience for the small businesses we support. You will be responsible for running and building best-in-class processes for payments, fraud, and servicing, and work directly with our Servicing Ops Lead to solve problems for hundreds of thousands of merchants. You will always have a seat at the table, given a platform to share your thoughts and suggestions for improvement!

Job Responsibility

  • Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks to ensure full payment collections
  • Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues
  • De-escalate scenarios and present resolutions for tough-to-navigate situations
  • Identify and track payment issues to ensure transparency and decrease missing payments over time
  • Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed
  • Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers
  • Work directly with management and product ops managers for ongoing improvements of the merchant experience, including but not limited to systems, process, and product-level improvements
  • Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with merchants
  • Review current processes and provide feedback on how to improve the function, question the status quo as well as call out inefficiencies to address
  • Support other product functions with your specialties as needed

Requirements

  • 2+ years of experience with loan servicing
  • Strong understanding of payments, ACH failures, and return codes
  • Fluency in data analysis skills and tools, such as SQL / R / Python
  • Excellent communication skills
  • Thrive in an entrepreneurial environment
  • Data-driven approach to monitoring and optimizing recovery rates
  • Desire to have an impact, grow your career, and be a game changer in the space for Parafin

Nice to have

  • Experience working in a fintech startup
  • Experience building a team and processes from the ground up

What we offer

  • Equity grant
  • Medical, dental & vision insurance
  • Unlimited PTO
  • Work from home flexibility
  • Commuter benefits
  • Free lunches
  • Paid parental leave
  • 401(k)
  • Employee assistance program
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