Sr. Risk Analyst (Disputes)

What we’re looking for

The AppFolio Payments Risk Operations Team goal is to evaluate AppFolio’s risk and develop scalable, effective, and efficient ways to manage and address risks and suspicious activity while maximizing AppFolio’s performance and goals. Sr. Risk Operations Analyst (Disputes) supports the Payments team in making money move in real estate safely and sustainably. At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

The Sr. Risk Operations Analyst (Disputes) is responsible for:

• Initiate and design solutions to identify and mitigate risk and risk events for existing business lines such as AppFolio Property Manager (APM) and Investment Management (IM), in addition to new verticals.
• Maintain, improve and automate existing Risk Team dispute processes related to Chargebacks and ACH Returns to include: Procedure & Policy, Investigations, Reporting, Gap Analysis, Product Enhancements, and Industry Knowledge.
• Consistently maintain procedural alignment in order to remain compliant with card brand and NACHA guidelines across Risk and Fraud, Compliance, and Payments Operations. Act as the main point of contact for escalations for internal teams and external payment partners.
• Enablement to drive success by utilizing excellent judgment and decision-making ability, complex problem solving, advanced technical skills including SQL and Tableau, and excellent writing/presentation skills.

What We’re Looking For

• Analytical skills – able to identify, measure and impact the important metrics needed to monitor risk across different products; able to simplify complex content.
• Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic.
• Customer focus – understand needs of Business Leaders as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction.
• Efficiency – able to quickly iterate on data generation and refinement. Looks for ways to improve processes to maximize efficiency and remove redundancy.
• Attention to detail – appropriately checks all work for errors and does not let important details slip when it comes to risk investigation and its accuracy.
• Proactivity – takes action without being told what to do at each step; generates novel ideas and processes to drive the business and team forward.
• Growth minded – has a desire to learn and improve in all areas related to work, but also has a strong desire to branch out and learn new skills which may apply to current or future tasks.
• Resourceful – able to find tools and resources to get the job done with minimal guidance.
• Collaboration - build rapport and collaborate with peers and key stakeholders as appropriate; works in partnership with others and delivers on commitments to the team/organization.

Cultural Competencies

• Simpler is Better: Demonstrates the thought, discipline and inclination towards simple vs. complex solutions.

• Innovative: Generates and brings other’s new and creative ideas forward.

• Great People Make a Great Company: A strong team-player. Promotes a spirit of collaboration with others and gains the trust and support of the team.

• Listening to Customers is in Our DNA: Elevates the customer experience in all decision making.

• Small, Focused Teams Keep Us Agile: Empowers teams to solve business problems. Spends their time and focuses the team on the critical few actions that are most important. Can eliminate roadblocks and demonstrates ability to say “no”.

• We Do the Right Thing; It's Good for Business: Always operates with integrity, especially when faced with tough situations.

Must-Haves

• Full knowledge and experience resolving disputes for Credit Card and ACH payments, specifically for chargebacks and returns/exceptions.
• BS or higher in Business, Computer Science, Mathematics, Statistics or a related field; or equivalent professional experience.
• 5+ years of related industry experience (Payments, Fraud, Risk).
• Excellent knowledge of SQL, Google Sheets, Excel
• Highly self-motivated and directed.

Preferred Qualifications

• Proven analytical and creative problem-solving abilities.
• Data-driven decision making, influence, and public speaking capabilities
• Automation tool experience such as Python, R.
• Working knowledge of Salesforce.
• Certified Fraud Examiner (CFE).
• Certified Anti-Money Laundering (CAMS) certification.
• Knowledge of Anti-Money Laundering/Bank Secrecy Act (AML/BSA).

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $76,000.00 - $114,000.

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits including but not limited to:

• Paid Time Off (PTO)
• Medical, dental, and vision benefits
• Long-term and short-term disability insurance
• 401(k)
• Wellness benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Medical
• 401(k)
• Wellness benefits

Why AppFolio

We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today — and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.

Paddle as One.

Learn more at appfolioinc.com/careers