Operations - Payment Operations Specialist

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.

The Operations Support Specialist – Authority Brands Payments is primarily responsible for managing frontline support for Authority Brands’ consumer financing and payment processing programs.
This role serves as a key member of the Authority Brands Payment Support Desk, responding to inbound inquiries through Jira, troubleshooting issues related to consumer financing and payment processing, and ensuring timely and accurate resolution of merchant support requests.
This is an operationally focused role requiring strong technical aptitude, disciplined case management, and confident communication skills.

Responsibilities:

• Respond to inbound support tickets and emails submitted through Jira.
• Manage case intake, documentation, troubleshooting, and resolution within established SLA timelines.
• Support inquiries related to:
• Consumer financing applications, approvals, declines, and funding timelines
• Multi-lender waterfall platform usage
• Merchant enrollment questions
• Payment processing issues including transaction errors, batch settlements, funding windows, token-related inquiries, and chargebacks
• Escalate complex operational or lender/processor issues appropriately.
• Maintain thorough documentation within Jira for audit and reporting purposes.

Issue Resolution & Communication

• Communicate clearly and professionally with franchise owners, office staff, and technicians.
• Ensure messaging aligns with compliance, lender requirements, and internal policy.
• Identify recurring issues and flag trends to leadership for operational improvement.

Secondary Responsibilities – Training & Adoption
Multi-Lender Platform Training

• Conduct virtual onboarding sessions for newly enrolled merchants.
• Deliver structured training on the consumer financing platform, including application flow, lender waterfall logic, and funding expectations.
• Provide refresher training as needed to improve merchant performance.

Qualifications:

• 2–5+ years of experience in one or more of the following:
• Consumer financing or lending operations
• Merchant services or payment processing
• Financial services support
• Structured customer support environments
• Training
• Experience working in a ticketing or case management system (Jira experience preferred).
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail and follow-through.

We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.

Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.

Authority Brands Inc. is an Equal Opportunity Employer