Risk Merchant Support Supervisor Jobs (NOW HIRING)

                                                                                    Job Description: 

Risk Supervisor Job Description

About the Role

Constellation Payments is seeking a highly motivated and experienced Risk Supervisor to lead the day-to-day operations of the Risk team, including merchant risk monitoring, transaction review, bank account change controls, and ongoing portfolio risk oversight. This role is responsible for overseeing the identification, investigation, escalation, and mitigation of emerging fraud, compliance, transaction, chargeback, ACH, NACHA, website, MCC, and merchant behavior risks across both new and existing merchants.

The ideal candidate is a strong people leader who thrives in a fast-paced environment where priorities, workloads, risk trends, and business needs continuously evolve. They are comfortable balancing operational oversight, team development, escalated case management, and strategic risk initiatives while ensuring service levels, quality standards, and risk controls are consistently maintained.

The Risk Supervisor will work closely with Risk leadership, Underwriting, Onboarding, Merchant Support, Finance, Compliance, Product, and external partners to ensure risk items are appropriately reviewed, documented, escalated, and resolved in a timely and consistent manner. This role plays a critical part in strengthening post-boarding controls, protecting the merchant portfolio, supporting regulatory compliance, and driving continuous improvement across risk operations.

This position offers an opportunity to make a meaningful impact within a growing organization by leading risk operations, developing team capabilities, enhancing monitoring frameworks, improving operational controls, and supporting strategic business initiatives.

What You'll Do

• Lead and oversee the daily activities of the Risk team, ensuring risk queues, investigations, alerts, reviews, and escalations are completed accurately and within established service levels.

• Supervise merchant risk monitoring activities related to fraud, compliance, reputational, operational, ACH, chargeback, and transaction-related risks.

• Review and approve escalated investigations involving held transactions, large ticket activity, excessive refunds, duplicate transactions, excessive authorizations, excessive declines, ACH returns, suspicious merchant behavior, and emerging risk trends.

• Manage team workload, priorities, queue assignments, and resource allocation to ensure timely completion of all risk reviews and investigations.

• Conduct regular quality assurance reviews of risk cases, documentation, merchant outreach, escalations, workflows, and monitoring activities.

• Provide coaching, mentoring, training, and performance feedback to Risk Analysts while supporting career development and skill growth.

• Oversee bank account change controls, ensuring validations, approvals, quality reviews, system updates, and post-change monitoring activities are completed according to policy.

• Ensure ongoing merchant monitoring programs are implemented and performed on a regular, and cadence-based approach

• Support enhanced due diligence reviews and monitoring activities for high-risk industries, MCCs, NEC classifications, firearms and ammunition merchants, non-profits, and other restricted business categories.

• Oversee chargeback, ACH, and NACHA monitoring programs, including threshold monitoring, return rate reviews, recurring payment analysis, remediation efforts, and risk trend management.

• Review and approve risk assessments, recommendations, merchant restrictions, monitoring plans, escalation decisions, and account actions.

• Ensure periodic KYC/KYB refreshes, merchant portfolio reviews, and documentation validation activities are completed accurately and on schedule.

• Prepare and deliver recurring risk reporting, KPI dashboards, operational updates, portfolio analysis, escalation summaries, and trend reporting for leadership.

• Identify emerging risks, operational gaps, control weaknesses, and process improvement opportunities while implementing corrective actions and monitoring effectiveness.

• Partner closely with Underwriting, Compliance, Product, Finance, Onboarding, Merchant Support, and partner-facing teams to resolve complex issues and improve workflows.

• Support audits, compliance reviews, sponsor bank requests, processor inquiries, and operational examinations.

• Assist with policy development, procedure documentation, workflow enhancements, risk framework expansion, and strategic operational initiatives.

• Operate effectively in a rapidly changing environment, adapting risk controls, processes, priorities, and team responsibilities as business needs evolve.

• Take ownership of leadership initiatives, special projects, and additional responsibilities assigned by management.

Basic Qualifications

• 5+ years of experience in risk operations, payments, fraud prevention, underwriting, compliance operations, banking operations, or related fields.

• 1-3 years of leadership, team lead, supervisory, or management experience.

• Required to travel up to 15% annually for company meetings, leadership events, partner engagements, training, conferences, and other business-related activities as required.

• Strong understanding of payment processing, merchant acquiring, transaction monitoring, chargebacks, ACH processing, NACHA rules, fraud prevention, and operational risk management.

• Demonstrated ability to lead teams, prioritize workloads, manage escalations, and drive operational performance.

• Strong analytical and decision-making skills with the ability to assess complex risk scenarios and provide clear recommendations.

• Experience building procedures, monitoring programs, controls, scorecards, dashboards, and operational reporting.

• Excellent communication, coaching, and stakeholder management skills.

• Experience managing multiple projects, investigations, escalations, and competing priorities simultaneously.

• Strong attention to detail and ability to maintain high-quality standards across team output.

• Ability to work cross-functionally with Risk, Compliance, Underwriting, Operations, Product, Finance, and external partners.

• Working knowledge of ACH processing, NACHA Operating Rules, ACH return thresholds, and payments risk management best practices.

Preferred Qualifications

• Experience in merchant acquiring, PayFac operations, fintech, payment risk, card-not-present environments, or payment gateway operations.

• Experience leading risk monitoring, fraud prevention, underwriting, compliance, or operational support teams.

• Familiarity with Payrix, Salesforce, Zift, Vantiv IQ, LegitScript, GIACT, Inscribe, or similar risk and verification platforms.

• Experience developing KPIs, SLAs, quality assurance programs, operational reporting, and team performance metrics.

• Experience supporting audits, sponsor bank reviews, regulatory examinations, and compliance initiatives.

• Knowledge of MCC governance, high-risk verticals, prohibited merchant categories, and enhanced due diligence requirements.

• Experience designing and implementing risk controls, monitoring frameworks, escalation procedures, and operational workflows.

• Experience working with ACH risk monitoring programs, NACHA compliance requirements, return rate management, and payment network rules.

• Experience with risky business verticals and building monitoring around them.

Key Success Measures

• Risk queues, alerts, escalations, investigations, and reviews are completed within established service levels.

• Team productivity, quality, accuracy, and documentation standards are consistently maintained.

• High-risk cases and emerging threats are identified, escalated, and addressed proactively.

• Bank account change controls and post-change monitoring processes are effective and compliant.

• Risk reporting provides meaningful insights, actionable recommendations, and visibility into operational performance.

• Team members receive regular coaching, development, and performance support.

• Audit findings, quality reviews, and compliance issues are minimized through strong controls and oversight.

• Operational processes continuously improve through effective leadership, monitoring, and risk management practices.

• Merchant payment activity, including ACH, card processing, chargebacks, return rates, and compliance thresholds, is actively monitored with timely remediation, escalation, and risk mitigation as needed.

                                                                                    Business Unit: Constellation Payment Processing                                                                                    Scheduled Weekly Hours:40                                                                                    Number of Openings Available: 1                                                                                    Worker Type: Regular More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas' vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of "Software for Life." We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We're a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.