Senior Payment 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 Senior Payments Specialist serves as a skilled subject matter expert in Merchant Services, responsible for managing complex reconciliations, resolving escalated disputes, and overseeing ACH, Check 21, and settlement adjustment processes. This role applies deep expertise and independent judgment to resolve high-impact issues, optimize workflows, and ensure compliance with banking regulations and organizational policies. The Senior Payments Specialist also acts as an informal team leader, mentoring colleagues, supporting cross-functional initiatives, and contributing to process improvements that enhance operational efficiency and client satisfaction.   *For this role, we are considering candidates located in Arizona, Utah, Wyoming, Idaho, Texas, North Carolina, or Florida. Responsibilities • Perform complex account reconciliations and lead the resolution of high-priority discrepancies. • Handle escalated chargeback disputes, reversals, and adjustment requests with minimal supervision. • Provide expertise in ACH and Check 21 return processes, ensuring compliance with regulatory requirements. • Identify trends in failed payments and settlement distributions; recommend and implement solutions to reduce reoccurrence. • Collaborate with clients, banking partners, and internal stakeholders to resolve critical or sensitive issues. • Contribute to process improvement initiatives, leveraging expertise to enhance accuracy, efficiency, and compliance. • Serve as a mentor and resource to less experienced team members, providing guidance and training as needed. Essential Functions • Independently resolve complex reconciliations, chargebacks, and adjustment cases. • Apply judgment and initiative in managing escalated payment issues and client inquiries. • Communicate effectively with external and internal stakeholders on high-impact matters. • Drive process improvements that enhance the efficiency and accuracy of payment operations. • Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently. • Maintain professional interaction with internal and external stakeholders • Ability to work in a fast-paced and high-stress environment Minimum Qualifications • Deep knowledge of banking operations, payment processing workflows, and accounting principles. • Advanced proficiency with spreadsheets, reporting, and data analysis tools. • Strong problem-solving and decision-making skills with the ability to anticipate risks. • Excellent communication skills with experience managing escalated client or partner issues. • Proven ability to balance multiple priorities while leading or supporting projects. • Demonstrated leadership qualities, including mentoring and training team members. Education and Experience Requirements • High school diploma or equivalent required; associate or bachelor’s degree in business, finance, or related field preferred. • Typically requires 4–6 years of related experience in banking, payment processing, or accounting. • Proven track record with credit card chargebacks, ACH, Check 21, and international payments. • Experience working with SQL or other query/reporting tools preferred. AI & Operational Fluency • AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables. • Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations. • Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models. • Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains. #LI-HB2 #LI-Remote Benefits: Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance. Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families. HSA/FSA options and employer-paid disability benefits provided for eligible employees. Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security. Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs. Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community. Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits. Bi-annual swag drops for employees Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.  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. It’s a great place to work! Will you join us?