Job description
About the Role At Dental Intelligence, our mission is to empower dental practices with seamless and secure payment solutions. As a Payments Enablement and Risk Specialist, you’ll play a key role in ensuring our customers have a smooth onboarding experience, achieve successful payment system activations, and maintain secure, uninterrupted revenue operations. This role blends customer support, risk analysis, and cross-functional collaboration. You’ll be the primary guide for practices through underwriting and activation requirements, assist in resolving onboarding challenges, manage payment cancellation processes with care and accuracy, and proactively oversee risk and operational continuity across the payments ecosystem. What You’ll Do Own the Customer Experience
- Manage the end-to-end onboarding, activation, and underwriting lifecycle for Payments customers.
- Guide customers through document submissions, activation timelines, and payment cancellation procedures to minimize revenue disruption.
- Act as the escalation point for any issues related to underwriting, onboarding delays, system activation, or cancellation requests.
- Provide timely, clear, and empathetic communication via the Payments inbox, ensuring prompt support across onboarding, equipment requests, and cancellation follow-through.
Collaborate & Lead
- Work cross-functionally with Payments Operations, Sales, Customer Success, and Support to address customer needs and resolve issues, including those related to cancellations and deactivations.
- Act as a key liaison between customers, underwriting partners, and internal stakeholders to expedite resolution and ensure proper handling of cancellation scenarios.
- Share updates with internal teams about merchant onboarding progress, escalations, underwriting statuses, and cancellation trends or risk signals.
- Participate in team huddles, training sessions, and support junior team members through knowledge sharing around both activation and cancellation workflows.
Demonstrate Technical & Product Expertise
- Operate within the Payments ecosystem—understanding onboarding, transaction settlement, funding, and cancellation processes.
- Use payment vendor portals to review underwriting decisions, manage activations, and ensure appropriate steps are followed during cancellations.
- Support chargeback and cancellation processes, ensuring all necessary documentation and escalation procedures are in place.
- Stay current on risk and cancellation best practices, including how they impact merchant profiles and continuity of service.
Drive Operational Excellence
- Independently resolve customer issues with minimal oversight, including those related to complex or sensitive cancellation requests.
- Proactively monitor underwriting queues and cancellation requests, escalating urgent reviews to reduce customer impact.
- Support ongoing initiatives to improve processes across the onboarding, activation, and cancellation lifecycle.
- Maintain accurate documentation related to underwriting, activation, cancellations, and customer communications to ensure audit-readiness and operational clarity.
What Will Make Us REALLY Love you
- Experience with DI Products: 2–4 years preferred
- Customer-Facing Experience: 1–2 years
- Payments or Risk Experience: 1–2 years in a similar environment
- Education: Bachelor’s degree or equivalent experience
- Soft Skills: Strong verbal/written communication, empathy, organization, and problem-solving
- Mindset: Service-oriented, proactive, collaborative, and detail-focused
What You’ll Love About Us
- Flexible Time Off + 11 paid holidays
- Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
- Company sponsored Life, Disability & AD&D
- Mental Health support programs, Cellphone & Gym membership Discounts
- 100% Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
- Tuition Reimbursement program
- Flexible work location for most roles (in-office, work-from-home, or hybrid)
