Senior Manager of Merchant Underwriting and Risk
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.
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