We know why you are reading about this opportunity. You are driven to achieve goals. You are looking to make a direct impact. You want to work in a culture where your co-workers work as part of a diverse team, communicate across departments, and have a positive attitude. If we had to guess, you are innovative with great ideas, want to bring efficiencies to processes, and are looking to grow your career. Are we right? If so, let’s talk about who we are.

Who We Are
Greenphire is a leading provider of clinical payment and communication solutions. We provide software as a service (SaaS) to reduce costs, increase participant retention, and produce quantifiable results for our clients in the clinical trial industry. Our vibrant culture focuses on four key values: All In, As a Team, For a Purpose, Solving Problems.

We are a multi-year recipient of the Philadelphia Business Journal’s Best Places to Work award, and love to give shout-outs and awards to our employees. Our For A Purpose committee champions philanthropic activities throughout the year so employees can give back to our community. We have a diversity committee that focuses on breaking down barriers, recognizing that our uniqueness is what makes us so successful! 

How You Will Contribute
  • Compliance Oversight:

    • AML – lead the drafting, updating, and maintaining of AML policies, programs, and procedures; advise key stakeholders to ensure AML compliance on selection/rollout of new partnerships, products, and services; ensure that all AML and other compliance monitoring aspects of payment programs are appropriately complete

    • KYC - develop and maintain procedures and programs designed to meet banking regulations and best practices for client onboarding and ongoing due diligence monitoring; oversee process and exception handling; assist in resolution of client questions/objections

    • Banking Regulations & Network Requirements – ensure policies and procedures are compliant with all applicable laws, regulations, and bank/network requirements and best practices including Customer Identification Program (CIP) adherence, cardholder customer service, cardholder complaint management, negative balance management, card inventory management, chargeback and dispute management, fraud monitoring rules, and unusual activity reporting (UAR)

    • Ongoing Maintenance - track AML industry developments and maintain up-to-date knowledge of regulatory changes, existing laws, and regulations impacting the organization; communicate to all relevant departments and implement required process changes 

  • Bank Sponsor Management:

    • Relationship Management - manage bank and fintech relationships and ensure contract compliance including adherence to SLAs

    • Reporting – ensure accurate and timely reporting provided to bank and filed internally on a monthly and ad hoc basis including cardholder complaint logs, SLA reports, compliance reports, payment disbursement reports, and UARs if applicable

    • Audits - facilitate annual and ad hoc bank and network audits including response formulation, internal communication of audit findings, remediation of identified issues, and implementation of mandates

    • Change Control & Exception Handling – review, monitor, and supervise any program changes to ensure compliance, proper approvals and communications (internally and externally) are executed, appropriate documentation developed/updated, and internal/external training is completed if required; this includes owning all cardholder collateral documentation and supporting new business needs through exception requests and card program changes

  • Fraud Management:

    • Fraud Monitoring - manage bank, processor, and internal resources to reduce card fraud losses

    • Chargebacks & Disputes - effectively manage processes and procedures, implementing remediation measures when applicable, to ensure both cardholder satisfaction and reduction in overall fraud losses

    • Compromised Cards - ensure flagged cards are closed and replaced in a timely manner, root cause analysis is performed, and any required remediation is implemented

    • Fraud Investigations – lead review, monitoring, and research of suspicious or fraudulent activity identified by card issuers, vendors, clients, or sites, ensuring appropriate escalations and resolution (corrective and preventative action plan)

  • Processor Relationship Management:

    • Payment Operations – manage day-to-day operations of payment processing systems including user access management of processor systems, triaging and troubleshooting production issues, and monitoring of SLAs

    • Project Management for Product Development and Network Mandates - develop detailed project plans and track against milestones; problem solve issues that arise during the implementation phase (required for banking/network mandates and payment/product offering enhancements)

    • Contracting/Pricing - manage vendor contracting and pricing negotiations including master service agreements, extensions/addendums, ad hoc project SOWs, and ongoing invoice reviews/validation

    • Governance –conduct regular operational meetings and QBRs with the goal of optimizing payment processing by identifying and implementing efficiency opportunities, increasing controls to mitigate risk, and controlling costs

  • Card Production & Cardholder 1099 Fulfillment:

    • Card Production – manage day-to-day operations of card production including custom card production, BIN oversight, issue monitoring and resolution, and leading vendor governance

    • Card Inventory Management – accountable for card inventory controls and monitoring (at vendor and in-house) including returned card handling and purging of eligible cards (both internal and external)

    • 1099s – ensure successful and timely fulfillment of cardholder 1099s including 1099 generation and filing oversight, support of client outreach, corrections processing, 1099 returns handling and re-filing, internal communications and updates, and issue resolution

    • Other - manage additional financial service functions and duties as required

  • Team Management:
    Build, develop and lead an effective, cross-functional, and high performing team capable of managing all aspects of payment operations and banking regulatory compliance including fraud management

    For Consideration You Will Have 

  • Bachelor’s degree required, Business degree or equivalent work experience in related field preferred

  • Extensive payment operations experience in financial services or fintech

  • Prior experience building and scaling global payment operations and compliance

  • Must possess strong leadership abilities with experience working across all levels of management and staff

  • Experience managing teams including the ability to assess skills and strengths across team members to appropriately delegate tasks and identify gaps in knowledge/expertise

  • Strong written and oral communication skills including the ability to adjust messages and style based on different audiences and agendas including the executive level

  • Exceptional customer service skills, providing outstanding level of service to internal stakeholders, external partners, and clients

  • Excellent problem-solving skills around technology solutions to support global payment operations

  • Strong decision-making skills, with the ability to analyze complex information to identify the critical issue and drive resolution

  • Well organized, detail-oriented, efficient, able to work independently, and think critically

  • Excellent time management skills with demonstrated ability to deliver results within condensed timeframe

  • Self-sufficient, demonstrating the initiative to self-educate on industry product and program guidelines

  • Demonstrated ability to build strong relationships and influence key stakeholders, successfully working cross-functionally to drive strategic initiatives/projects

  • Analytical skills for assessing and presenting qualitative and quantitative data​​​​


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