Payments Operations Specialist (Charlotte, US)

Payments Operations Specialist (Charlotte, US)

The Payments Ops Specialist works under the direction of the Payments Ops Manager to provide tactical support to Passport Payments clients / sub-merchants.  This role has cross-functional interaction in managing day-to-day responsibilities for payments-related services for sub-merchants.   

The Payments Ops Specialist’s primary responsibilities are executing payments-related activities across the Passport organization. Critical areas of focus are the onboarding of sub-merchants including KYC reporting; daily activities related to sub-merchants; supporting Passport service personnel on inquiries and tickets; monitoring settlement and reconciliation activities; and other duties as assigned. 

In addition, the Payments Ops Specialist will be the primary backup to the Passport Ops Manager across all policies and procedures in the Payments Policy Guide including OFAC (office of foreign asset control), compliance, PCI (payment card industry) compliance, KYC (know your customer) and AML (anti-money laundering) compliance, payments industry, and regulatory communications, risk monitoring, record retention, and disputes and chargebacks. 

This role is a great opportunity to expand your knowledge and expertise in integrated payment solutions and contribute to a fast-growing company in a dynamic work environment.


As stated above, this position works under the direction of the Payments Ops Manager and works cross-functionally to manage relevant day-to-day actions across sub-merchants and the Passport Payments program. 

Worldpay Vendor Assistant Manager

  • Responsible for supporting the Payments Ops Manager  in vendor management activities with Worldpay and Finix
  • Participates in QA testing as assigned 
  • Interacts with Worldpay (and vice versa) on tactical issues related to sub-merchant operations
  • Participates in quarterly and annual review meetings
  • Develops expertise of Worldpay’s capabilities and solutions for Passport
  • Escalates issues up to Payments Ops Manager and the Head of Payments as needed

Sub-merchant On-Boarding

  • Responsible for sub-merchant onboarding activities to set up and activate sub-merchants including ensuring complete merchant agreement forms are executed before boarding sub-merchants
  • Follows all sub-merchant risk and underwriting requirements and practices
  • Executes and maintains all the appropriate forms and process flows needed to board sub-merchants. 

Sub-merchant Operations

  • Assists in executing Client Alert/Notifications in case of outages or impacts to regularly scheduled activity
  • Assists in RCA (root cause analysis) activities as assigned 
  • Provides direct support to Passport customer service personnel on inquiries and tickets related to the payments service and/or reporting
  • Assists in monitoring out-of-balance reporting and resolution
  • Performs regular reconciliation of outgoing settlements to merchant accounts and collection of fees to Passport
  • Assist with client inquiries on daily deposit amounts, reporting and reconciliation as needed
  • Regularly assesses FBO account to ensure a proper balance is in place
  • Monitors Wallet program to ensure holding/remittance of funds is handled appropriately
  • Assists in billing automation activities 
  • Manage 1099K issuance (provide oversight and validation of Worldpay process)


  • Assists in AML compliance requirements. This may require taking continuing industry educational courses to remain up-to-date.
  • Assists in helping develop and manage an employee training program covering all OFAC (focused on AML) related training requirements as outlined in the Payments Policy Guide. 
  • Responsible for ensuring that all sub-merchants meet KYC requirements
  • Assists in executing Chargeback Management policy; assist with educating clients on Chargeback processes and best practices. 

About You

You are an innovative, creative, analytical and strategic thinker, always thinking 3 or 4 steps ahead. You are passionate about Passport and the future of our business. You enjoy finding solutions and improvements, work effectively with cross-functional teams, and thrive in a fast-paced setting that is constantly evolving. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher. You always hit your deadlines.  You thrive in a constantly changing, fast-paced environment. You love working with teams. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions.

You obsess over the details.  You blend technical ability with business acumen. You are effective at connecting long-term vision to near-term objectives. You will have the opportunity to wear several hats, and you should be comfortable learning new things and taking on new responsibilities.

You are incredibly organized. Nothing slips through the cracks when you’re running a project. You measure everything. You are inquisitive, and you know how to listen and incorporate new knowledge into your business strategy. You have a knack for connecting the dots across multiple things and ensuring they are in sync. Above all else, you are also an excellent communicator, both written and verbal, and you understand how to effectively convey ideas to various stakeholders across the organization.


  • Problem solver and takes the initiative 
  • Solid communication skills
  • Project management skills
  • Proficient in MS Office/G-Suite
  • Minimum 3-years in an operational role in transaction-driven business. Preferably with a merchant acquirer/processor.
  • Bachelor’s degree preferred

About Us

Passport is transforming mobility management for cities, empowering them to create more livable and equitable communities. Passport’s mobility platform enables clients to digitally coordinate all modes of transportation and implement real-time, data-centric management of their curbside and street space through its enterprise software. Trusted by nearly 1,000 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists. Passport is backed by Rho Capital Partners, H.I.G. Growth Partners, ThornTree Capital Partners, Bain Capital Ventures, Grotech Ventures, MK Capital, and Relevance Capital. For more information, visit

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