The role involves analyzing credit card declines, developing strategies to reduce them, and collaborating with teams to optimize revenue and customer retention.
We are seeking a highly analytical and detail-oriented Credit Card Payments Success Specialist or Manager to join our team. This critical role will be responsible for implementing strategies to minimize credit card declines across multiple lines of business, including our subscription businesses, thereby optimizing revenue and improving customer retention. The ideal candidate will possess a deep understanding of payment processing, decline codes, and customer lifecycle management within a subscription model. The ideal candidate will also work cross-functionally across Marketing, Product, and Engineering to develop and implement various strategies.
This role will have access to an analyst/junior data scientist who already produces key metrics and reporting for Credit Card declines (using SQL/Tableau). This role is a business leadership role, working cross-functionally across multiple departments and multiple LOB’s to reduce credit card declines.
Responsibilities:
- Decline Analysis & Strategy:
- Proactively monitor and analyze credit card decline data, identifying trends, root causes, and areas for improvement.
- Develop and execute comprehensive strategies to reduce decline rates, including optimizing retry logic.
- Categorize and prioritize decline reasons (e.g., insufficient funds, expired cards, fraud, technical errors) and tailor solutions accordingly.
- Retry Optimization & Customer Communication:
- Design, implement, and continuously refine strategies (email, SMS, in-app notifications) to encourage customers to update payment information.
- Optimize payment retry schedules and logic to maximize successful authorizations while minimizing customer impact.
- Collaboration & Communication:
- Work cross-functionally with Marketing, Product, and Engineering teams to address decline-related issues and implement solutions.
- Communicate insights, performance metrics, and recommendations to stakeholders regularly.
- Collaborate with our central payments team or processors to understand capabilities, optimize settings, and troubleshoot issues.
- Reporting & Performance Monitoring:
- Develop and maintain robust reporting on decline rates, recovery rates, and the financial impact of decline reduction efforts.
- Track key performance indicators (KPIs) and provide actionable insights to leadership.
- Subscriptions:
- Implement changes to procedures around subscriptions as required.
EDUCATION/ CERTIFICATION/ # OF YEARS EXPERIENCE REQUIRED/ REQUIRED SKILLS:
- Bachelor's degree in Business, Finance, Economics, Data Analytics, or a related field.
- 2 years of experience in payment operations, revenue operations, or a similar role with a focus on credit card decline management, preferably within a subscription-based business.
- Strong understanding of payment processing workflows, authorization processes, and common decline codes.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical teams.
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
Additional Qualifications:
- Experience with A/B testing and experimentation in payment optimization.
About us: IDT is a Communications and Money Transfer company founded in 1990 and headquartered in Newark, New Jersey. IDT is an industry leader in prepaid communication, money transfer, and payment services and one of the world's largest international voice carriers. We are listed on the NYSE, employ over 1800 people across 20+ countries, and have over $1.5 billion in revenues. Our flagship brand, Boss Revolution, includes Money Transfer, International Calling, and Mobile Top-Up services and supports IDT's mission of enabling people to keep in touch and share resources with family and friends worldwide. Join us!
Top Skills
SQL
Tableau
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