Senior Manager of Merchant Underwriting and Risk


Job Description

Senior Manager of Merchant Underwriting and Risk Our customers use HubSpot to manage every part of their customer experience, from creating awareness, to engaging with prospects, managing content, delivering quotes, making sales and providing great service. The commerce process is a vital part of the overall customer journey, but it’s hard to do well and our customers need better tools.

HubSpot has a unique opportunity to help make it easier for sellers to get paid, while making it easier for their customers to buy and pay. To ensure the success of our payments offering, HubSpot is seeking an experienced professional to lead our merchant underwriting and risk operations. The Senior Manager of Merchant Underwriting and Risk will play a critical role in delivering a great experience for our customers while protecting HubSpot from financial losses.

This role will develop policies and processes to underwrite, approve, onboard and monitor merchants for HubSpot Payments. This leader will be responsible for day-to-day risk management of our merchant portfolio, including monitoring the portfolio for credit risk and fraud. Over time, this role will build and manage a small team of skilled underwriting and credit risk specialists.

This is a high visibility role reporting directly to the VP Commerce & Payments. In this role, you will get to: Develop and document our underwriting and credit risk policies for our payments offering

Create end-to-end processes for underwriting, approving and on-boarding new merchants Collaborate with our Product, Engineering and Financial Technology teams to develop automated tools and processes to minimize manual activities and reviews, driving operational efficiency as the business scales Work with Sales to ensure the merchant application and on-boarding process is smoothly incorporated into the overall customer journey

Monitor the payment processing activity within our merchant portfolio to identify risky behaviors, including credit exposure, excessive chargebacks, fraud and non-compliance with card brand rules Reach out directly to merchants to investigate and discuss concerns  Manage day-to-day relationships with our payment processing partners

Define a set of KPIs and metrics and present outcomes to executives Partner with Legal to ensure compliance with relevant regulations, card brand rules, NACHA rules and our contractual obligations to payment processing partners Balance HubSpot’s need to protect itself from financial losses while minimizing friction to HubSpot’s merchant customers (and their customers)

Collaborate with the internal team at HubSpot that handles billing and collection of payments from HubSpot’s customers to share learnings and best practices We’re looking for someone who is: Understanding and empathetic to the needs and challenges of our customers

Naturally curious about risk management: you want to investigate what’s going on and solve root problems Decisive, yet open to continual learning Process oriented

A clear communicator who is able to educate internal and external audiences and succinctly convey complex ideas Comfortable interacting directly with our customers and payment processing partners A team-player who will drive cross-functional collaboration and coordinate activities across teams

We’re seeking someone with: Experience in merchant underwriting and risk a merchant processor, payment facilitator, SaaS provider or fin-tech company People management experience

Understanding of know-your-customer (KYC) requirements, tools and best practices Knowledge of both consumer (B2C) and commercial (B2B) payments Expertise with a variety of online payment methods, including debit cards, credit cards, ACH and international payments

Experience working with Stripe Connect is a plus Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate.

HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. About HubSpot

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business  builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth.

How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 4M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more

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