Client Ops Manager III

Job responsibilities
Review merchant applications, websites, ownership and business information, credit reports, bank statements, prior processing statements, internal history, and approved fraud-risk tools
Validate business legitimacy and evaluate products or services, sales channels, and customer experience considerations
Assess expected processing volume, average transaction size, fulfillment timing, refund practices, dispute and chargeback patterns, and processing history
Calculate or validate processing exposure and non-delivery exposure; assign or confirm the appropriate Merchant Category Code
Identify restricted, prohibited, or heightened-risk activity and complete or coordinate required due diligence
Make or recommend approval, decline, retention, restriction, or termination decisions within established authority and risk appetite
Contact merchants and internal partners to obtain missing information, resolve discrepancies, and document a clear decision rationale
Serve as a primary contact for merchant risk escalations and provide an independent recommendation to onboard, retain, restrict, terminate, or escalate
Perform or coordinate enhanced due diligence for elevated-risk merchants, including licensing, registration, ownership, and business-practice reviews where applicable
Maintain complete, accurate, and audit-ready documentation of evidence, calculations, decisions, conditions, approvals, and escalations
Identify recurring risks, control gaps, and policy ambiguities; recommend improvements to procedures, training, documentation, or systems
Required qualifications, capabilities and skills
Minimum 3 years of experience in merchant underwriting, payments risk, fraud risk, credit risk, or a related financial risk discipline
Demonstrated ability to analyze merchant documentation (for example: bank statements, processing statements, ownership and business information) and synthesize an evidence-based decision
Working knowledge of merchant risk concepts including disputes, chargebacks, refunds, fulfillment/non-delivery exposure, and prohibited or restricted business activity
Ability to apply documented risk criteria consistently and operate within defined approval authority and escalation requirements
Strong attention to detail with the ability to maintain accurate, audit-ready documentation and a clear decision rationale
Effective written and verbal communication skills, including comfort contacting merchants to clarify information and resolve discrepancies
Ability to manage multiple reviews concurrently while meeting service-level and quality expectations
Proficiency with spreadsheet and documentation tools for analysis, tracking, and reporting
Understanding of relevant legal, regulatory, and payment-network requirements for merchant onboarding and monitoring
Commitment to fair, consistent customer treatment and sound risk outcomes
Preferred qualifications, capabilities and skills
Experience supporting enhanced due diligence reviews for elevated-risk merchants
Experience evaluating complex or emerging merchant business models and sales channels (for example: online marketplaces or subscription-based models)
Familiarity with Merchant Category Code assignment governance and high-risk category considerations
Experience partnering with Risk, Legal, Compliance, Controls, Operations, Sales, Client Management, and know your customer / anti-money laundering stakeholders
Experience participating in audits, control reviews, or issue remediation related to underwriting decisions and record retention
Ability to identify policy gaps and propose practical improvements to procedures, training, or tooling
Experience using approved fraud or risk tools to support merchant review and monitoring