Ferry International
Payment Resolution Specialist
Ferry International, Santa Ana, California, United States, 92725
1 week ago Be among the first 25 applicants
This range is provided by Ferry International. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $25.00/hr - $26.00/hr
Who We Are TomFerry is the #1 coaching company in real estate, dedicated to elevating industry standards through world-class coaching, exceptional service, and a people-first culture. Our team members are the heart of our success, and we’re committed to hiring individuals who bring passion, accountability, and a commitment to excellence. If you’re looking to grow your career in a supportive, energetic, and mission-driven environment, we want to meet you!
About the Role We are seeking a detail-oriented and customer-focused
Payment Resolution Specialist
to manage and resolve declined credit card and ACH transactions across the organization. This role plays a crucial part in protecting company revenue, ensuring accurate reconciliation, and maintaining strong customer relationships.
This position focuses exclusively on
payment decline resolution , proactive outreach, and clear documentation—without additional accounts receivable or collections responsibilities. You will collaborate closely with internal teams and customers to ensure timely resolution of issues and support a healthy, consistent cash flow.
What You’ll Do Payment Resolution & Customer Outreach
Monitor and review all declined credit card and ACH transactions on a daily basis.
Promptly contact customers via email and phone to resolve failed payment attempts.
Assist customers in updating payment methods and troubleshoot recurring decline issues.
Identify potential fraud patterns, chargebacks, or systemic issues and elevate appropriately.
Internal Collaboration & Documentation
Work closely with the billing, finance, and customer service teams to support accurate processing.
Maintain detailed logs of decline reasons, customer interactions, resolution steps, and payment outcomes.
Provide reporting and insights to leadership regarding decline trends and resolution performance.
Operational Excellence
Ensure compliance with company policies, procedures, and industry best practices for secure payment processing.
Manage shifting priorities and deadlines with professionalism and accuracy.
Participate in proactive efforts to support departmental and company-wide goals.
Perform additional duties as assigned.
Who You Are
A customer-focused professional with strong communication and problem-solving abilities.
Highly organized, detail-oriented, and able to manage sensitive financial information with discretion.
Comfortable collaborating across departments and working with a high level of accuracy.
Able to balance empathy with firmness when resolving payment issues.
Self-motivated, proactive, and committed to delivering a positive customer experience.
Qualifications Education & Experience
1–3 years of Accounts Receivable or payment processing experience, or an equivalent combination of training and experience.
Technical Skills
Strong working knowledge of Microsoft Office, especially Excel (intermediate–advanced).
Experience with Salesforce or other CRM platforms is a plus.
Language Skills
Fluent in written and verbal English.
Able to read and interpret procedures, write routine reports, and communicate effectively with customers.
Work Style & Decision-Making
Guided by established policies and procedures with limited room for discretion.
Responsible for evaluating data and resolving moderately complex issues using past precedent.
Works under moderate supervision with work reviewed for accuracy and completeness.
Interpersonal Skills
Frequent communication with internal and external stakeholders.
Ability to resolve first-level conflict, build trust, and maintain confidentiality.
Professionalism, diplomacy, and tact are essential.
Physical Requirements This is a sedentary office role requiring sitting, reaching, talking, hearing, and visual acuity. Occasional lifting of up to 25 lbs.
Work Environment
Bright, climate-controlled office with standard business casual dress code.
Environment may be lively or fast-paced at times.
Travel Minimal—rare travel may be required to support events.
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Professional Training and Coaching
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This range is provided by Ferry International. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $25.00/hr - $26.00/hr
Who We Are TomFerry is the #1 coaching company in real estate, dedicated to elevating industry standards through world-class coaching, exceptional service, and a people-first culture. Our team members are the heart of our success, and we’re committed to hiring individuals who bring passion, accountability, and a commitment to excellence. If you’re looking to grow your career in a supportive, energetic, and mission-driven environment, we want to meet you!
About the Role We are seeking a detail-oriented and customer-focused
Payment Resolution Specialist
to manage and resolve declined credit card and ACH transactions across the organization. This role plays a crucial part in protecting company revenue, ensuring accurate reconciliation, and maintaining strong customer relationships.
This position focuses exclusively on
payment decline resolution , proactive outreach, and clear documentation—without additional accounts receivable or collections responsibilities. You will collaborate closely with internal teams and customers to ensure timely resolution of issues and support a healthy, consistent cash flow.
What You’ll Do Payment Resolution & Customer Outreach
Monitor and review all declined credit card and ACH transactions on a daily basis.
Promptly contact customers via email and phone to resolve failed payment attempts.
Assist customers in updating payment methods and troubleshoot recurring decline issues.
Identify potential fraud patterns, chargebacks, or systemic issues and elevate appropriately.
Internal Collaboration & Documentation
Work closely with the billing, finance, and customer service teams to support accurate processing.
Maintain detailed logs of decline reasons, customer interactions, resolution steps, and payment outcomes.
Provide reporting and insights to leadership regarding decline trends and resolution performance.
Operational Excellence
Ensure compliance with company policies, procedures, and industry best practices for secure payment processing.
Manage shifting priorities and deadlines with professionalism and accuracy.
Participate in proactive efforts to support departmental and company-wide goals.
Perform additional duties as assigned.
Who You Are
A customer-focused professional with strong communication and problem-solving abilities.
Highly organized, detail-oriented, and able to manage sensitive financial information with discretion.
Comfortable collaborating across departments and working with a high level of accuracy.
Able to balance empathy with firmness when resolving payment issues.
Self-motivated, proactive, and committed to delivering a positive customer experience.
Qualifications Education & Experience
1–3 years of Accounts Receivable or payment processing experience, or an equivalent combination of training and experience.
Technical Skills
Strong working knowledge of Microsoft Office, especially Excel (intermediate–advanced).
Experience with Salesforce or other CRM platforms is a plus.
Language Skills
Fluent in written and verbal English.
Able to read and interpret procedures, write routine reports, and communicate effectively with customers.
Work Style & Decision-Making
Guided by established policies and procedures with limited room for discretion.
Responsible for evaluating data and resolving moderately complex issues using past precedent.
Works under moderate supervision with work reviewed for accuracy and completeness.
Interpersonal Skills
Frequent communication with internal and external stakeholders.
Ability to resolve first-level conflict, build trust, and maintain confidentiality.
Professionalism, diplomacy, and tact are essential.
Physical Requirements This is a sedentary office role requiring sitting, reaching, talking, hearing, and visual acuity. Occasional lifting of up to 25 lbs.
Work Environment
Bright, climate-controlled office with standard business casual dress code.
Environment may be lively or fast-paced at times.
Travel Minimal—rare travel may be required to support events.
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Professional Training and Coaching
#J-18808-Ljbffr