Client Operations Specialist

New

DakotaPayments infrastructure

Location: United States; Workplace: Remote, Eastern Time (ET)Full-TimeMiddle

SalaryCompetitive salary and equity

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Job Details

Have 1–3 years of experience in payment operations or client support at a fintech, BaaS provider, neobank, or payments company.
Have working knowledge of wires, ACH returns, NOCs and reversals, and SWIFT, including MT103s, UETRs, and intermediary banks.
Be comfortable interpreting API responses, transaction data, and logs to determine what happened.
Write clearly and calmly, including when communicating difficult news.
Focus on fixing root causes rather than only closing tickets.
Use sound judgment about what to handle independently and when to escalate.
Preference to be based in the Eastern Time (ET) zone.
Nice to have: experience with stablecoins or crypto payment rails.
Nice to have: experience handling exceptions with bank partners.
Nice to have: familiarity with Pylon, Salesforce, Linear, Datadog, KYB/C verification tools, or similar tools.
Nice to have: daily use of AI tools and interest in building small automations.
Nice to have: exposure to KYB/KYC onboarding workflows.

Triage, respond to, and resolve inbound questions from API and business banking clients.
Investigate and resolve payment exceptions across wires, ACH, SWIFT, and stablecoin rails, including traces, returns, recalls, and delayed payments.
Work with bank partners on payment investigations.
Keep clients updated on onboarding and account status.
Monitor transaction activity and alerts, and flag unusual activity early.
Write bug reports and feature requests for engineering.
Build and maintain runbooks and help center articles based on client questions.
Identify recurring issues and push to eliminate them.

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