About the job
At Qualia, we take pride in revolutionizing the B2B real estate technology landscape, transforming the home buying and selling experience into a seamless, secure, and enjoyable journey. Our innovative SMB and Enterprise products connect users across the real estate ecosystem—including homebuyers, sellers, lenders, title and escrow agents, and real estate professionals—onto a unified digital closing platform, enhancing clarity and transparency in real estate transactions. Millions of consumers leverage Qualia through our business partners nationwide to successfully close on homes each year.
YOUR ROLE
As a key member of our team, you will contribute to the development of payment solutions designed to streamline financial transactions in real estate closings. You will play a vital role in our Compliance and Payment Operations department, managing daily payment processes, transaction oversight, and issue resolution while scaling compliant and repeatable procedures as our business expands. Collaborating with Compliance, Operations, Product, Engineering, Customer Support, and our banking partners, you will ensure all payment activities align with regulatory standards, network rules, and internal controls. Additionally, you will assist in establishing a robust Compliance and Payment Operations function in partnership with the Director of Compliance.
KEY RESPONSIBILITIES
Compliance & Risk Management
- Support our Compliance Management System (CMS) for embedded payments, focusing on governance, oversight, and operational excellence.
- Assist in building and managing a future team of Payment Operations Analysts.
- Monitor payment activities across various channels for ACH returns, transaction irregularities, and potential fraud, escalating issues as per established protocols.
- Address escalations related to customer onboarding, coordinating with the sponsor bank to resolve matters within SLA.
- Own and manage daily payment operations workflows, including exception handling, returns management, and issue tracking.
- Facilitate internal and external audits by collecting evidence, validating controls, and ensuring compliance with documented policies and procedures.
- Ensure adherence to NACHA Operating Rules, Reg E, BSA/AML requirements, consumer protection obligations, and sponsor bank standards.
- Resolve Level 2 and Level 3 customer complaints in collaboration with Customer Support.
- Oversee onboarding workflows and address any escalations.
Process Improvement & Growth
- Track and analyze key operational and risk metrics, including ACH return rates and exception volumes, to inform decision-making.

