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